Outstanding Customer Satisfaction: The Key to a Talented Workforce?

Wells, Rebecca M. J.
August 2007
Academy of Management Perspectives;Aug2007, Vol. 21 Issue 3, p87
Academic Journal
This article explores the connection between employee attitudes and customer satisfaction with regard to both a firm and its products. The author ponders the question of whether satisfied customers can influence employees' feelings about the companies for which they work. The results of a study suggest that marketing efforts to enhance customer satisfaction make employees feel good and may even improve future performance. While marketers have long understood the importance of satisfied customers on brand loyalty and profitability, human resource managers have also come to understand that satisfied employees have a great deal of influence on customer satisfaction.


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