Research project PS/14 (Research action PS)
To analyse the relationships between the empirical indicators of change in the enterprise, the evaluation of the stressors resulting from these changes, the employees’ stress responses, and the indicators of the customers’ satisfaction with the services and/or products offered by the enterprise.
Study of organizational changes:
. Development of a taxonomy of empirical indicators of the changes experienced by employees following major reorganizations of their enterprises.
. Development of ways of measuring the empirical indicators of change.
. Development of ways of measuring stressors and personal and situational moderators of stress with pretesting on a sample of employees drawn from various enterprises.
. Reflection about the flexihealth concept and investigation of the economic costs of reactions to stress and the lack of customer satisfaction.
Changements organisationnels, stress des employés, et satisfaction des clients: émergence du concept de flexihealth : rapport final
Bruxelles : Politique scientifique fédérale, 2004 (SP1333)
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Organizational changes, employee stress, and customer satisfaction: emergence of the ‘flexihealth’ concept : final report
Brussels : Science Policy Office, 2004 (SP1334)
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Changements organisationnels, stress des employés, et satisfaction des clients: émergence du concept de flexihealth : résumé
Bruxelles : Politique scientifique fédérale, 2004 (SP1335)
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Organisatieveranderingen, jobstress, en klantensatisfactie: naar het "flexihealth" concept : samenvatting
Brussel : Federaal Wetenschapsbeleid, 2004 (SP1336)
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Organisational changes, employee stress, and customer satisfaction: emergence of the ‘flexihealth’ concept : summary
Brussels : Science Policy Office, 2004 (SP1337)
[To download]
