... are the logical rea-sons why employees would want to see satisfied cus-tomers through, for example, seeing a connectionbetween their attitudes and behaviours, satisfied cus-tomers (and other ... organ-ization provided a range of services for older people, including shelteredhousing, day care and drop-in centres so that elderly people could getadvice and training on insurance, life-skills, ... area for the provision of services for the eld-erly, based on negotiated service-level agreements. Thus, in many respects,it was subject to market-style conditions on pricing and costing, and...