Satisfied employees
Like customer loyalty is driven by excitement rather than just satisfaction, employee loyalty depends on the same principle.
Usatisfied employees: Unsatisfied employees has a negative influence on the customers and are more likely to leave the company.
Satisfied employees: It is only natural that satisfied employees are more motivated, and customers sense this immediately. Employee satisfaction is rather easy to achieve. To achieve real excitement is far more difficult and much more complex. In The Service Profit Chain the employee satisfaction is a result of ‘internal quality’ which again relates to a number of elements that have to be present to ensure employee satisfaction.
You can illustrate the principle in the following model (the same model as in customer loyality):
Achieving employee satisfaction is relatively easy. Truly engaged and excited employees are far more difficult to achieve. In order to be a both satisfied and excited employees you have to work in a company with a high internal quality for the employees.
