""Linking Organizational Characteristics to Employee Attitudes and Behavior"
Dr. James L. Oakley
Northwestern University Forum for People Management & Measurement,
February 2005.
According to this study from Northwestern University’s Forum for People Management & Measurement, there is a direct correlation between employee satisfaction and customer satisfaction, and customer satisfaction and financial performance. The study examines the attitudes of employees who do not have face-to-face interaction with customers but impact the consumer’s experience. As such it draws on a larger pool of workers than previous studies that have examined employee satisfaction, customer satisfaction and bottom-line outcomes.
Among the key findings:
The study sampled 5,568 employees at 90 organizations in the U.S. media industry and 37, 036 customers.