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

By Derek R. Allen

Focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. This book can ensure that appropriate scales, variables, and... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0873895010
• ISBN13: 9780873895019
• Release Date: March 2002
• Publisher: Asq Pr
• Length: 300 Pages
• Weight: 1.20 lbs.
• Dimensions: 9.0" x 0.8" x 6.0"

Customer Reviews

Superbly organized and presented information

The collaboration of Derek R. Allen and Morris Wilburn, 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 is organized into eleven distinct chapters focusing on the issues thematically related to developing and improving corporate fiscal success through sustained customer and employee attitudes toward products and services provided at every step of the corporate process. From the "Six Stigma" approach; to employee retention issues, to diverse analysis frameworks, to "The Future of Linkage Research", this compendium of superbly organized and presented information is as meticulously competent and "user friendly". Enhanced with an appendix focused on "Matrix Algebra in Statistics"; a glossary of specialized terms, an extended bibliography for further study, and a comprehensive index, Linking Customer And Employee Satisfaction To The Bottom Line is a seminal addition to professional reading lists, as well as corporate, and Business School reference collections.