Human resource development in customer satisfaction strategies

The adoption of "Customer Satisfaction" approaches and strategies implies the introduction of innovations and changes which have a strong impact on the organisational structure and the processes of a company as well as the activities of and relations between the people involved. In what respects are the companies that reveal high Customer Satisfaction performance levels different ? This paper presents the results of an empirical study which analyses the relations existing between Customer Satisfaction and Human Resource performance levels, as regards the traditional aspects of "work organisation" and "the activity of personnel management", on the basis of a specially designed reference model.