Linking Customer and Employee Satisfaction to the Bottom Line
eBook - PDF

Linking Customer and Employee Satisfaction to the Bottom Line

A Comprehensive Guide to Establishing the Impact of Customer and Employee Satisfaction on Critical Business Outcomes

  1. 257 pages
  2. English
  3. PDF
  4. Available on iOS & Android
eBook - PDF

Linking Customer and Employee Satisfaction to the Bottom Line

A Comprehensive Guide to Establishing the Impact of Customer and Employee Satisfaction on Critical Business Outcomes

Book details
Table of contents
Citations

About This Book

Most organizations recognize the impact that both customer and employee satisfaction have on overall financial performance. Actually acting on that information is the hard part. That is the focus of Linking Customer and Employee Satisfaction to the Bottom Line, which focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. Intended for advanced service quality managers and marketing researchers with more than a modest exposure to statistical data analysis, this book provides a comprehensive overview of how these data may be related to critical business outcomes. Perhaps more importantly, researchers with mature customer satisfaction systems may use the techniques described in this book to maximize the value of their existing programs. While no technique or methodology can guarantee a strong link between customer satisfaction and key business outcomes, this book can ensure that appropriate scales, variables, and assumptions are used.

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Yes, you can access Linking Customer and Employee Satisfaction to the Bottom Line by Derek R. Allen, Morris Wilburn in PDF and/or ePUB format, as well as other popular books in Business & Management. We have over one million books available in our catalogue for you to explore.

Information

Publisher
ASQ Quality Press
Year
2002
ISBN
9780873899475
Topic
Business
Subtopic
Management
Index
Business

Table of contents

  1. Cover
  2. Title page
  3. Copyright
  4. Table of Contents
  5. List of Figures
  6. Foreword
  7. Preface
  8. Acknowledgments
  9. Chapter 1 Why Customer Satisfaction?
  10. Chapter 2 Employee Satisfaction and Related Phenomena
  11. Chapter 3 The Six Sigma Approach
  12. Chapter 4 The Customer Satisfaction–Profit Link
  13. Chapter 5 Retention: A Behavioral Strategy
  14. Chapter 6 Key Business Outcome Metrics
  15. Chapter 7 Data Preparation
  16. Chapter 8 Analysis Framework: Bivariate Relationships
  17. Chapter 9 Analysis Framework: Regression Models
  18. Chapter 10 Analysis Framework: Causal Modeling
  19. Chapter 11 The Future of Linkage Research
  20. Appendix: Matrix Algebra in Statistics
  21. Glossary of Terms
  22. Bibliography
  23. Index