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The Correlation between the Degree of Customer Satisfaction and Turnover, an Approach to Managerial Flexibility

In: CATES 2017

Author

Listed:
  • Constantin BRAN

    (Ph.D. student,Faculty of Entrepreneurship, Business Engineering and Management (FAIMA) from Politehnica University of Bucharest, Romania)

Abstract

Paying attention to customer satisfaction is a measure that denotes managerial and organizational flexibility. The most valuable feedback on the quality of services or products distributed on the market can be provided by customers. This research has analyzed whether there is a correlation between customer satisfaction and turnover as a result of implementing feed-back received from clients, an expression of manifestation of managerial flexibility. The conclusion is that the turnover level remains the best indicator of customer satisfaction, and the rapid adaptation of the organization to customer requirements has a positive effect on both sides.

Suggested Citation

  • Constantin BRAN, 2018. "The Correlation between the Degree of Customer Satisfaction and Turnover, an Approach to Managerial Flexibility," Book chapters-LUMEN Proceedings, in: Tomita CIULEI & Gabriel GORGHIU (ed.), CATES 2017, edition 1, volume 4, chapter 10, pages 89-96, Editura Lumen.
    • Handle: RePEc:lum:prchap:04-10
    DOI: https://doi.org/10.18662/lumproc.10
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    References listed on IDEAS

    as
    1. Lukas, Elmar & Welling, Andreas, 2012. "Negotiating M&As under uncertainty: The influence of managerial flexibility on the first-mover advantage," Finance Research Letters, Elsevier, vol. 9(1), pages 29-35.
    2. Saeidi, Sayedeh Parastoo & Sofian, Saudah & Saeidi, Parvaneh & Saeidi, Sayyedeh Parisa & Saaeidi, Seyyed Alireza, 2015. "How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(2), pages 341-350.
    3. Revilla-Camacho, María Ángeles & Vega-Vázquez, Manuela & Cossío-Silva, Francisco José, 2015. "Customer participation and citizenship behavior effects on turnover intention," Journal of Business Research, Elsevier, vol. 68(7), pages 1607-1611.
    4. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    managerial flexibility; customer satisfaction; adaptive organization; flexible organization; turnover; strategic management;
    All these keywords.

    JEL classification:

    • A3 - General Economics and Teaching - - Multisubject Collective Works
    • I2 - Health, Education, and Welfare - - Education
    • I3 - Health, Education, and Welfare - - Welfare, Well-Being, and Poverty
    • M0 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General

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