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

  • Daniel H. Simon

    (Department of Applied Economics and Management, Cornell University, Ithaca, NY, USA)

  • Miguel I. Gómez

    (Department of Agricultural and Consumer Economics, University of Illinois at Urbana-Champaign, Urbana, IL, USA)

  • Edward W. McLaughlin

    (Robert G. Tobin Professor of Marketing, Department of Applied Economics and Management, Cornell University, Ithaca, NY, USA)

  • Dick R. Wittink

    (George Rogers Clark Professor of Management and Marketing, Yale School of Management, Yale University, New Haven, CT, USA)

Registered author(s):

    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. Copyright © 2008 John Wiley & Sons, Ltd.

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    File URL: http://hdl.handle.net/10.1002/mde.1433
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    Article provided by John Wiley & Sons, Ltd. in its journal Managerial and Decision Economics.

    Volume (Year): 30 (2009)
    Issue (Month): 1 ()
    Pages: 27-41

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    Handle: RePEc:wly:mgtdec:v:30:y:2009:i:1:p:27-41
    Contact details of provider: Web page: http://www3.interscience.wiley.com/cgi-bin/jhome/7976

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    1. Noel Capon & John U. Farley & Scott Hoenig, 1990. "Determinants of Financial Performance: A Meta-Analysis," Management Science, INFORMS, vol. 36(10), pages 1143-1159, October.
    2. Daniel H. Simon & Jed DeVaro, 2006. "Do the best companies to work for provide better customer satisfaction?," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 27(8), pages 667-683.
    3. John R. Hauser & Duncan I. Simester & Birger Wernerfelt, 1994. "Customer Satisfaction Incentives," Marketing Science, INFORMS, vol. 13(4), pages 327-350.
    4. Vikas Mittal & Eugene W. Anderson & Akin Sayrak & Pandu Tadikamalla, 2005. "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction," Marketing Science, INFORMS, vol. 24(4), pages 544-555, August.
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