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首页> 外文期刊>International journal of business performance management >Integrating customer orientation, employee compensation and performance management: a conceptual framework
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Integrating customer orientation, employee compensation and performance management: a conceptual framework

机译：整合客户导向，员工薪酬和绩效管理：概念框架

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摘要

Compensation systems are an essential tool to link corporate goals such as customer orientation with individual and organisational performance. While some authors demonstrate the positive effects of incorporating nonfinancial measures into the compensation system empirically, companies have encountered problems after linking pay to customer satisfaction. We argue that reasons for this can be attributed to the measurement of customer satisfaction as well as to the missing link between customer satisfaction and customer retention and profitability in theses cases. Hence, there is a strong need for the development of an holistic reward and performance measurement model enabling an organisation to identify cause-and-effect relationships when linking rewards to nonfinancial performance measures. We present a conceptual framework of a success chain driven reward system that enables organisations to systematically derive a customer-oriented reward strategy. In the context of performance evaluation we propose to rely on integrated and multidimensional measurement methods.
机译：薪酬体系是将企业目标（如客户导向）与个人和组织绩效联系起来的必不可少的工具。尽管一些作者凭经验证明了将非财务措施纳入薪酬体系的积极作用，但公司在将薪酬与客户满意度联系起来后却遇到了问题。我们认为，造成这种情况的原因可以归因于对客户满意度的衡量，以及这些案例中客户满意度与客户保留率和盈利能力之间缺少联系。因此，迫切需要开发一种整体的奖励和绩效衡量模型，使组织能够在将奖励与非财务绩效衡量联系起来时识别因果关系。我们提出了一个成功链驱动的奖励系统的概念框架，使组织能够系统地得出面向客户的奖励策略。在性能评估的背景下，我们建议依靠集成的多维测量方法。

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