From people to profit - how loyal employees and customers improve the bottom line

Lars Gronholdt and Anne Martensen

This paper examines the links between employee loyalty, customer loyalty and profitability. From a conceptual point of view, this employee-customer-profit chain is well founded and generally accepted.
  

From people to profit: how loyal employees and customers improve the bottom line

Lars Grønholdt & Anne MartensenDepartment of Marketing, Copenhagen Business School

INTRODUCTION

To be successful, a company must continually satisfy its owners by producing improved business results. Satisfied owners are more likely to invest in the company's human resources, e.g. by providing the training, the equipment, and the conditions to make the work more productive and enjoyable. This leads to higher employee satisfaction and a more committed work force, which, in turn, can improve the quality of products and customer service, leading...

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