Publication:
Reexamining the link between employee satisfaction and store performance in a retail environment

dc.contributor.coauthorKeiningham, Timothy Lee
dc.contributor.coauthorDaly, Robert Michael
dc.contributor.coauthorPerrier, K
dc.contributor.coauthorSolom, Annie
dc.contributor.departmentDepartment of Business Administration
dc.contributor.kuauthorAksoy, Lerzan
dc.contributor.schoolcollegeinstituteCollege of Administrative Sciences and Economics
dc.date.accessioned2024-11-09T23:03:24Z
dc.date.issued2006
dc.description.abstractPurpose - This research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service-profit chain using data from another Western European retailer operating in the same business sector. Design/methodology/approach - This study applies correlation and regression analyses on data gathered from 38,513 employee surveys from 107 grocery "superstore" locations to explore the link between employee satisfaction and business performance. Findings - The findings differ significantly from those of the exploratory study. When looking at the relationship between employee satisfaction and store profitability, the correlation is found to be effectively zero. When controlling for the size of store, however, the relationship is found to be positive. Research limitations/implications - The results are based on cross-sectional employee satisfaction data. Originality/value - The original findings have received considerable exposure, being published first in the International Journal of Service Industry Management and later in the International Journal of Operations & Production Management. The results of this examination call into question the generalizability of the conclusions of the exploratory study using a larger data set in the same business sector and continent.
dc.description.indexedbyWOS
dc.description.indexedbyScopus
dc.description.issue1
dc.description.openaccessNO
dc.description.publisherscopeInternational
dc.description.sponsoredbyTubitakEuN/A
dc.description.volume17
dc.identifier.doi10.1108/09564230610651570
dc.identifier.issn0956-4233
dc.identifier.scopus2-s2.0-33644683608
dc.identifier.urihttps://doi.org/10.1108/09564230610651570
dc.identifier.urihttps://hdl.handle.net/20.500.14288/8463
dc.identifier.wos236626000004
dc.keywordsEmployee involvement
dc.keywordsService operations
dc.keywordsProfit
dc.keywordsCustomer service management
dc.keywordsService climate
dc.language.isoeng
dc.publisherEmerald Group Publishing Limited
dc.relation.ispartofInternational Journal of Service Industry Management
dc.subjectManagement
dc.titleReexamining the link between employee satisfaction and store performance in a retail environment
dc.typeJournal Article
dspace.entity.typePublication
local.contributor.kuauthorAksoy, Lerzan
local.publication.orgunit1College of Administrative Sciences and Economics
local.publication.orgunit2Department of Business Administration
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relation.isParentOrgUnitOfPublication972aa199-81e2-499f-908e-6fa3deca434a
relation.isParentOrgUnitOfPublication.latestForDiscovery972aa199-81e2-499f-908e-6fa3deca434a

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