Resumo

CUESTA SANTOS, Armando. How to Measure Employee Satisfaction by Applying the ISO 9001:2015 Standard. Cofin [online]. 2020, vol.14, n.1  Epub 14-Maio-2020. ISSN 2073-6061.

There is no procedure to measure employee satisfaction on a case-by-case basis, by considering evidence and applying the ISO 9001:2015, following the guidelines of this standard, and fulfilling its requirements. A piece of research into this was carried out. Observation and sequential experimentation were the methods used. It was aimed at designing a technology including a mathematical model to make predictions about employees’ basic psychological need satisfaction shown in customer satisfaction.

Palavras-chave : internal customer; ISO standards; employee satisfaction..

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