International Journal of Supply and Operations Management 1 3 2014 11 01 Improving Employee Satisfaction Priority through Performance Control Matrix314 327 en Shun-Hsing Chen Yu-Da of Science and Technology University, Taiwan Ming-Che Chen Chung Yuan Christian University, Taoyuan, Taiwan 2014 12 10 Employee satisfaction Importance-Performance Analysis (IPA) Performance Control Matrix (PCM) Service quality http://www.ijsom.com/pdf_2175_db5e29469d98b47c36a782bc9ed8cf5b.html