This paper will present the analysis of data over 3 years (1998, 1999, and 2000) on the satisfaction of flex workers in the context of a flex company's service excellence programme, as an example of the use of measurements in relation to the change process. The important issues related to the specific data of the flex workers' satisfaction surveys are: (a) the relationships between perceived satisfaction of flex workers and possible behavioural consequences, like making complaints and making use of other flex companies; (b) the stability of factor constructs over time that identify the major dimensions of satisfaction of flex workers; and (c) the satisfaction dynamics over time.

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Keywords Customer satisfaction, Flex company, Longitudinal research, Service excellence
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Series ERIM Article Series (EAS)
Journal Service Business: an international journal
van der Wiele, A. (2007). Longitudinal measurement in organisational transformation: A case of a Dutch Flex Company. Service Business: an international journal, 1(1), 25–40. doi:10.1007/s11628-006-0003-x