Value of Satisfaction: Connecting Customer and Employee Satisfaction to the Financial Bottom Line

Author: Maurice Wilbur
Publisher:
Publish Date: 2005-01-01
Features: Most organizations have recognized that customer satisfaction and employee satisfaction both have a significant impact on a company's financial performance. However, it is difficult to directly link them in practice. This book, as a pioneering work in the field, for the first time directly connects customer satisfaction and employee satisfaction to a company's tangible operational outcomes—market share, revenue, and profitability—providing important guidance for practice.