Employee attitudes, customer satisfaction, and sales performance: assessing the linkages in US grocery stores

Using store-level panel data for a major supermarket company, we investigate the linkages between employee attitudes, customer satisfaction, and sales performance, while controlling for observed and unobserved differences across stores. We find that employee attitudes positively affect customer sati...

Full description

Saved in:
Bibliographic Details
Published inManagerial and decision economics Vol. 30; no. 1; pp. 27 - 41
Main Authors Simon, Daniel H., Gómez, Miguel I., McLaughlin, Edward W., Wittink, Dick R.
Format Journal Article
LanguageEnglish
Published Chichester, UK John Wiley & Sons, Ltd 01.01.2009
John Wiley and Sons
Wiley Periodicals Inc
SeriesManagerial and Decision Economics
Subjects
Attitude surveys
Attitudes
Attitudes to work
Consumer surveys
Correlation analysis
Customer satisfaction
Customer service
Customer services
Customers
Employee attitude
Grocery stores
Marketing strategies
Product performance
Retail trade
Sales
Sales management
Studies
Supermarkets
U.S.A
Unemployment rates
United States > US
Online AccessGet full text

Cover

More Information
Summary:Using store-level panel data for a major supermarket company, we investigate the linkages between employee attitudes, customer satisfaction, and sales performance, while controlling for observed and unobserved differences across stores. We find that employee attitudes positively affect customer satisfaction with service but do not affect customer satisfaction with quality or value. Additionally, we find that customer satisfaction with service positively affects sales performance. Our results suggest that employee attitudes affect sales performance through their impact on customer service.
Bibliography:istex:4DA44F9FF169408813456ABC600C637109EEC1C2
ArticleID:MDE1433
ark:/67375/WNG-JN92WDWZ-C
ObjectType-Article-2
SourceType-Scholarly Journals-1
ObjectType-Feature-1
content type line 23
ISSN:0143-6570
1099-1468
DOI:10.1002/mde.1433