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Research papers

Linking customer and employee satisfaction to financial performance

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...

Catalogue: ESOMAR Customer Relationship Management Conference 2002
Author: Derek R. Allen
Company: Market Probe International Inc.
March 17, 2002
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Citation

Allen, D. R. (2002a, March 17). Linking customer and employee satisfaction to financial performance. ANA - ESOMAR. Retrieved April 27, 2024, from


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