| Employees in service-based industries strongly influence customer satisfaction. Advanced economies continue to shift from manufacturing to information and service based industries, employees take on an increasing role in driving organizational performance. One of the most important ways that employees affect performance is in their interactions with customers. Accordingly, it is vital that companies understand concepts such as employee engagement and satisfaction and how the levels of engagement and satisfaction relate to customer satisfaction and overall customer experiences. While many industries (e.g., food service, financial services, retailing) operate in situations where employees play important roles in the product/service exchange, one of particular interest is the health care industry. As the India population ages, the health care industry continues to grow in size and importance. The resulting demand for health care services and a relative shortage of some health care professionals makes it difficult for hospitals and other health care providers to provide consistently high levels of care. Health care administrators find themselves increasingly confronting the complex interrelationship between recruitment and retention of health care professionals, and the quality of care and patient satisfaction experiences. The situation is particularly acute for nursing where global labor nursing shortages exist . |