Essay: What is Satisfaction Mirror
Satisfaction mirror is a concept in service management depict by a strong and positive relationship between customer satisfaction and a workforce’s job satisfaction in their service environment. The use of mirror is a symbol which is reflected through correlation analysis. The correlation between customer satisfaction and total job satisfaction is the mirror. The correlation has to be positive if it’s to be favorable. This creates a mirror-effect. A satisfaction mirror is a challenge to many businesses. Some factors like profitability as a firm’s objective derails satisfaction mirror. If a firm prioritizes profitability more than employees’ remuneration, then there will be a conflict between the elements of satisfaction mirror.
The existence of diverse-conflicting objectives between firms’ and employees’ objectives causes a stalemate in achievement of the satisfaction mirror. However, satisfaction mirror is achievable even in today’s diverse workforce. This is because employees’ job satisfaction is transferable to customers’ satisfaction. Employees’ satisfaction with their job is influenced partially by firms’ ‘care and concern’ over them. This job satisfaction will make employees be motivated to serve a firm’s customers to the best thus customer satisfaction. This works in the present day diverse work force since and is a strategic tool that makes a firm to remain at competitive advantage since clients are offered better services while the employees enjoy their work too. A satisfied diverse workforce means that employees work as a team and learn from each other. As the clients enjoy better services, the productivity of employees is improved and the end result is improved performance of a firm.