Back

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

Author

This is a long description of some author details.

This could also be of interest:

Research Papers

Linking customer satisfaction to loyalty and performance

Catalogue: ESOMAR/EMAC Symposium 1996: Research Methodologies For 'The New Marketing'

Authors: Kai Kristensen, Anne Martensen

 

November 1, 1996

×

Citation

Kristensen and Martensen (1996a, November 01). Linking customer satisfaction to loyalty and performance. ANA - ESOMAR. Retrieved June 23, 2025, from


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


Research Papers

Global customer satisfaction monitoring

Catalogue: ESOMAR Conference on Financial Services 2005

Author: Alison Blair

 

February 1, 2005

×

Citation

Blair, A. (2005a, February 01). Global customer satisfaction monitoring. ANA - ESOMAR. Retrieved June 23, 2025, from


https://ana.esomar.org/documents/global-customer-satisfaction-monitoring


Research Papers

Customer, dealer and employee satisfaction

Catalogue: Seminar 1993: The Ideal Product, The Ideal Costumer, The Ideal Company?

Authors: Gary Mutz, Ian D. Greig, Simon Howell

 

June 15, 1993

×

Citation

Mutz, Greig and Howell (1993a, June 15). Customer, dealer and employee satisfaction. ANA - ESOMAR. Retrieved June 23, 2025, from


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


  • PDF
Fad and progress in motivation research Authors: Herta Herzog
Methodological considerations regarding marketing research for consumer durable goods Authors: Leif Holbaek-Hanssen
Service after sale and studies of market for business Authors: Archibald Maddock Crossley
Some comments on the use of 3D and strip film Authors: Henry Charles Briant
The "steps-and-parts" model for polling Authors: Stuart Carter Dodd, Chahin Turabian
What are durable and capital goods? Authors: N. H. Pearson
Consumers economic expectations and intentions as revealed by sample surveys Authors: Henry Durant
Economic forecasts with special reference to field studies Authors: Jan van Rees
Market research for petroleum products in the automotive field Authors: D. Leerentveld
Research and decision Authors: H. S. Rich, J. S. Smith
×

Citation

Allen, D. R. (2002a, March 17). Linking customer and employee satisfaction to financial performance. ANA - ESOMAR. Retrieved June 23, 2025, from


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