Organization of the symposium RH et marketing : alliés vers une culture de service [HR and Marketing: Allies towards a culture of service] – April 8, 2008
Opening lecture: Mobilisation de l’employé = satisfaction du client
[Employee Motivation = Client Satisfaction]
Michel Tremblay, Full Professor and Holder of the Omer DeSerres Chair of Retailing
Firms that choose to adopt a culture focused on client satisfaction usually start by rethinking their strategies and practices in human resources management. It would seem that the intuitive formula “employee motivation = client satisfaction” is gaining ground. But what does research on this key question for service industries have to teach us? This talk explores the scientific foundations of the links between employee motivation and client satisfaction and opens avenues of reflection on the type of human resources management needed to sustain quality service.