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Outstanding customer satisfaction: the key to a talented workforce?
Explores the dual benefits of customer satisfaction, drawing on research by Luo and Homburg (2007). The study reveals that high customer satisfaction not only enhances brand loyalty and profitability but also significantly improves human capital performance—leading to a more talented workforce, higher employee retention, and reduced recruitment costs. The study bridges marketing and HR management, advocating for customer satisfaction metrics to be leveraged in both consumer and labor markets. By aligning customer-centric strategies with workforce development, companies can achieve sustainable competitive advantages through cost-efficient marketing and a motivated, high-performing workforce.
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| AMP2103 | PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | Briarcliff Manor, NY: Academy of Management 2007 |
|---|---|
| Edisi | Vol. 21, No. 3, Aug., 2007 |
| Subjek | Employee retention Customer Satisfaction human capital performance advertising efficiency Marketing ROI workforce productivity |
| ISBN/ISSN | 15589080 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 3 p. |
| Info Detail Spesifik | Academy of Management Perspectives |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |