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The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model

Author

Listed:
  • Sudjatno

    (Faculty of Economics and Business, Universitas Brawijaya, Indonesia)

Abstract

"Objective � Customer satisfaction is the main goal of every company�s strategy for maintaining its global/local business. However, achieving Customer Satisfaction needs strategic management commitment which is related to how the shareholders and executives plan their business investment in employee engagement. The purpose of this study is to reveal the collaboration of the strategic management and employee engagement for achieving customer satisfaction. Methodology/Technique � The study employs the analytical method (literature study) to analyse data gained from literature review Findings � The relationship between strategic management, employee engagement and customer satisfaction is revealed. It is also noted that customer dimension, in the newest context, is goods or service value plus value added from positive emotion, expectation, switching cost. Novelty � This study explores employee engagement and customer satisfaction from the newest literature review combined with four strategic management�s newest book literature. "

Suggested Citation

  • Sudjatno , 2016. "The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model ," GATR Journals jmmr120, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jmmr120
    as

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    References listed on IDEAS

    as
    1. Lauren Keating & Peter Andrew Heslin, 2015. "The potential role of mindsets in unleashing employee engagement," Post-Print hal-02312163, HAL.
    2. Syed Ali Raza & Syed Tehseen Jawaid & Ayesha Hassan, 2015. "Internet banking and customer satisfaction in Pakistan," Qualitative Research in Financial Markets, Emerald Group Publishing Limited, vol. 7(1), pages 24-36, February.
    3. Lauren Keating & Peter Andrew Heslin, 2015. "The Potential Role of Mindsets in Unleashing Employee Engagement," Post-Print hal-02312168, HAL.
    4. Rodolphe Durand, 2006. "Organizational Evolution and Strategic Management," Post-Print hal-00701822, HAL.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Strategic Management; Employee Engagement; Customer Satisfaction;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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