Linking Customer and Employee Satisfaction to the Bottom Line

by Allen, Derek R.; Wilburn, Morris

• ISBN13: 9780873895019
• ISBN10: 0873895010
• Format: Hardcover
• Copyright: 2002-03-01
• Publisher: Asq Pr

Summary

Focuses on the relationship between customer satisfaction and tangible business outcomes like market share, revenue, and profitability. This book can ensure that appropriate scales, variables, and assumptions are used.

Table of Contents

List of Figures	ix
Foreword	xiii
Preface	xv
Acknowledgments	xvii
Why Customer Satisfaction?	1	(16)
Introduction	1	(4)
Deriving Attribute Importance	5	(1)
Measurement Issues and Customer Satisfaction	6	(3)
Alternatives to Customer Satisfaction	9	(1)
Customer Value versus Customer Satisfaction	10	(1)
Customer Loyalty versus Customer Satisfaction	11	(4)
The Future of Customer Satisfaction Research	15	(2)
Employee Satisfaction and Related Phenomena	17	(16)
Introduction	17	(1)
Potential Effects of Employee Satisfaction	18	(1)
Some Additional Comments on Previous Work	18	(2)
Dimensions of Satisfaction	20	(3)
Overall Employee Satisfaction	23	(1)
Commitment	24	(2)
Market Orientation and Service Climate	26	(4)
Discussion	30	(3)
The Six Sigma Approach	33	(18)
Introduction	33	(4)
The Six Sigma Process	37	(2)
Six Sigma Tools	39	(2)
Quality Function Deployment	41	(5)
Linking Six Sigma to Financial Performance	46	(5)
The Customer Satisfaction-Profit Link	51	(20)
Introduction	51	(3)
Linking Satisfaction to the Bottom Line	54	(1)
An Intervening Variable: Customer Retention	55	(2)
The Impact of Customer Satisfaction in a Healthcare Setting	57	(2)
Customer Satisfaction, Share, and Profitability	59	(2)
A ``Return on Quality'' Model	61	(3)
The ACSI Study	64	(3)
What Is Loyalty?	67	(4)
Retention: A Behavioral Strategy	71	(16)
Introduction	71	(2)
An Introduction to Survival Analysis	73	(1)
The Technical Aspects of Survival Analysis	74	(3)
Case Study Background	77	(1)
Methodology	78	(1)
Model Development	79	(1)
The Significant Predictor Variables	80	(1)
Model Validation	80	(1)
Model Implementation	81	(1)
Intervening to Save Profitable Customers	82	(5)
Key Business Outcome Metrics	87	(16)
Introduction	87	(1)
The Cost of Customer Acquisition	88	(1)
Research Design and Measurement Implications	89	(3)
The Role of Customer Retention	92	(1)
Customer Satisfaction and Market Share	92	(3)
Customer Satisfaction and Profitability	95	(8)
Data Preparation	103	(14)
Introduction	103	(1)
The Relationship between Employee Attitudes and Customer Loyalty	104	(7)
Relationship between Customer Loyalty and Business Outcomes	111	(4)
Summary Comments	115	(2)
Analysis Framework: Bivariate Relationships	117	(16)
Introduction	117	(4)
Bivariate Measures of Association	121	(3)
Case Study: Canonical Correlation Analysis	124	(6)
Causal Framework	130	(3)
Analysis Framework: Regression Models	133	(20)
Dependence Modeling with Multiple Regression	133	(4)
Alternative Regression Models	137	(1)
Logistic Regression Analysis	137	(5)
Principal Components Regression	142	(8)
Other Regression Models	150	(1)
Summary	151	(2)
Analysis Framework: Causal Modeling	153	(22)
Causal Modeling with Path Analysis	153	(1)
Path Analysis	154	(4)
Assessing Model Fit	158	(1)
Case Study: PitStop Employee Satisfaction, Customer Satisfaction, and Profitability	159	(6)
Latent Variable Path Analysis	165	(6)
Interpretation	171	(1)
Assessing the Model	172	(3)
The Future of Linkage Research	175	(20)
Introduction	175	(1)
Simulation Systems: SatNav	175	(4)
Management Decision Tools; Loyalty Rx	179	(5)
The Global Perspective	184	(5)
Refining Our Understanding of Loyalty	189	(2)
Intangible Drivers of Customer Loyalty	191	(1)
Concluding Remarks	191	(4)
Appendix: Matrix Algebra in Statistics	195	(18)
Matrix and Vector Operations	196	(1)
Matrix Multiplication	197	(5)
Least Squares Regression	202	(3)
Principal Components Analysis	205	(4)
Eigenvector Scaling	209	(2)
Eigenvector Rotation	211	(2)
Glossary of Terms	213	(12)
Bibliography	225	(8)
Index	233