如果企业不能先让自己的员工满意,就不可能做到让顾客满意。与许多管理与组织行为专家不同,纽约巴鲁克大学齐克林商学院的管理学教授科佩尔曼用三维方式考虑问题。他说,作为管理有方的公司,西南航空和施乐不仅仅是因为有着日增的收人与满意的客户,还因为它们满足了其他两个重要的利益相关群体:雇员与投资者的需求。按照科佩尔 If the business can not let their own employees satisfied, it is impossible to customer satisfaction. Unlike many management and organizational behavior specialists, Koperman, a professor of management at the Kirkcalpa College in Baruch, New York, considers problems in three dimensions. He said that as a well-managed company, Southwest Airlines and Xerox are not only driven by increasing revenue and satisfaction but also by satisfying two other important stakeholder groups: employees and investors. Follow Koper