The impact of employee satisfaction on quality and profitability in high‐contact service industries
Abstract
The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high‐contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we...
Paper Details
Title
The impact of employee satisfaction on quality and profitability in high‐contact service industries
Published Date
Feb 2, 2008
Volume
26
Issue
5
Pages
651 - 668
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