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Linking customer and employee satisfaction to financial performance

Date of publication: March 17, 2002

Catalogue: ESOMAR Customer Relationship Management Conference 2002

Company:

Author: Derek R. Allen

Abstract:

This study uses statistical analysis to link a series of disparate studies involving measurements of customer satisfaction, employee satisfaction, customer retention, and strategic business unit profitability. The data are collapsed at the business unit level and related using a multivariate statistical technique to depict high-level linkages. Demonstration of statistically significant levels of association will be of interest to those organizations that have customer and employee satisfaction programs.

Derek R. Allen

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Citation

Kristensen and Martensen (1996a, November 01). Linking customer satisfaction to loyalty and performance. ANA - ESOMAR. Retrieved June 04, 2025, from


https://ana.esomar.org/documents/linking-customer-satisfaction-to-loyalty-and-performance


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Author: Alison Blair

 

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Blair, A. (2005a, February 01). Global customer satisfaction monitoring. ANA - ESOMAR. Retrieved June 04, 2025, from


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Citation

Mutz, Greig and Howell (1993a, June 15). Customer, dealer and employee satisfaction. ANA - ESOMAR. Retrieved June 04, 2025, from


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Citation

Allen, D. R. (2002a, March 17). Linking customer and employee satisfaction to financial performance. ANA - ESOMAR. Retrieved June 04, 2025, from


https://ana.esomar.org/documents/customer-dealer-and-employee-satisfaction