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

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Cover image for 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

Title:

Personal Author:

Allen, Derek R., 1959-

Publication Information:

Milwaukee, WI : ASQ Quality Press, 2002

ISBN:

9780873895019

Subject Term:

Consumer satisfaction

Job satisfaction

Industrial management

Success in business

Added Author:

Wilburn, Morris, 1953-

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000010124116	HF5415.335 A444 2002	Open Access Book	Book	Searching... Unknown
Searching... Razak School	30000010129144	HF5415.335 A444 2002	Open Access Book	Book	Searching... Unknown

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. Preview a sample chapter from this book along with the full table of contents by clicking here. You will need Adobe Acrobat to view this pdf file.

List of Figures	p. ix
Foreword	p. xiii
Preface	p. xv
Acknowledgments	p. xvii
Chapter 1 Why Customer Satisfaction?	p. 1
Introduction	p. 1
Deriving Attribute Importance	p. 5
Measurement Issues and Customer Satisfaction	p. 6
Alternatives to Customer Satisfaction	p. 9
Customer Value versus Customer Satisfaction	p. 10
Customer Loyalty versus Customer Satisfaction	p. 11
The Future of Customer Satisfaction Research	p. 15
Chapter 2 Employee Satisfaction and Related Phenomena	p. 17
Introduction	p. 17
Potential Effects of Employee Satisfaction	p. 18
Some Additional Comments on Previous Work	p. 18
Dimensions of Satisfaction	p. 20
Overall Employee Satisfaction	p. 23
Commitment	p. 24
Market Orientation and Service Climate	p. 26
Discussion	p. 30
Chapter 3 The Six Sigma Approach	p. 33
Introduction	p. 33
The Six Sigma Process	p. 37
Six Sigma Tools	p. 39
Quality Function Deployment	p. 41
Linking Six Sigma to Financial Performance	p. 46
Chapter 4 The Customer Satisfaction--Profit Link	p. 51
Introduction	p. 51
Linking Satisfaction to the Bottom Line	p. 54
An Intervening Variable: Customer Retention	p. 55
The Impact of Customer Satisfaction in a Healthcare Setting	p. 57
Customer Satisfaction, Share, and Profitability	p. 59
A "Return on Quality" Model	p. 61
The ACSI Study	p. 64
What Is Loyalty?	p. 67
Chapter 5 Retention: A Behavioral Strategy	p. 71
Introduction	p. 71
An Introduction to Survival Analysis	p. 73
The Technical Aspects of Survival Analysis	p. 74
Case Study Background	p. 77
Methodology	p. 78
Model Development	p. 79
The Significant Predictor Variables	p. 80
Model Validation	p. 80
Model Implementation	p. 81
Intervening to Save Profitable Customers	p. 82
Chapter 6 Key Business Outcome Metrics	p. 87
Introduction	p. 87
The Cost of Customer Acquisition	p. 88
Research Design and Measurement Implications	p. 89
The Role of Customer Retention	p. 92
Customer Satisfaction and Market Share	p. 92
Customer Satisfaction and Profitability	p. 95
Chapter 7 Data Preparation	p. 103
Introduction	p. 103
The Relationship between Employee Attitudes and Customer Loyalty	p. 104
The Relationship between Customer Loyalty and Business Outcomes	p. 111
Summary Comments	p. 115
Chapter 8 Analysis Framework: Bivariate Relationships	p. 117
Introduction	p. 117
Bivariate Measures of Association	p. 121
Case Study: Canonical Correlation Analysis	p. 124
Causal Framework	p. 130
Chapter 9 Analysis Framework: Regression Models	p. 133
Dependence Modeling with Multiple Regression	p. 133
Alternative Regression Models	p. 137
Logistic Regression Analysis	p. 137
Principal Components Regression	p. 142
Other Regression Models	p. 150
Summary	p. 151
Chapter 10 Analysis Framework: Causal Modeling	p. 153
Causal Modeling with Path Analysis	p. 153
Path Analysis	p. 154
Assessing Model Fit	p. 158
Case Study: PitStop Employee Satisfaction, Customer Satisfaction, and Profitability	p. 159
Latent Variable Path Analysis	p. 165
Interpretation	p. 171
Assessing the Model	p. 172
Chapter 11 The Future of Linkage Research	p. 175
Introduction	p. 175
Simulation Systems: SatNav	p. 175
Management Decision Tools: Loyalty Rx	p. 179
The Global Perspective	p. 184
Refining Our Understanding of Loyalty	p. 189
Intangible Drivers of Customer Loyalty	p. 191
Concluding Remarks	p. 191
Appendix Matrix Algebra in Statistics	p. 195
Matrix and Vector Operations	p. 196
Matrix Multiplication	p. 197
Least Squares Regression	p. 202
Principal Components Analysis	p. 205
Eigenvector Scaling	p. 209
Eigenvector Rotation	p. 211
Glossary of Terms	p. 213
Bibliography	p. 225
Index	p. 233

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Summary

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Table of Contents