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

Author

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  • 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)

Abstract

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.

Suggested Citation

  • Daniel H. Simon & Miguel I. Gómez & Edward W. McLaughlin & Dick R. Wittink, 2009. "Employee attitudes, customer satisfaction, and sales performance: assessing the linkages in US grocery stores," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 30(1), pages 27-41.
    • Handle: RePEc:wly:mgtdec:v:30:y:2009:i:1:p:27-41
    DOI: 10.1002/mde.1433
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    References listed on IDEAS

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    Cited by:

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    2. Meyer, Jan-Hinrich & González, Eva M. & Lopez-Lomelí, Miguel A., 2022. "Better support for supportive jobs. How to improve brand performance through better compensation and training for in-store merchandisers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. Dinesh Puranam & Vrinda Kadiyali & Vishal Narayan, 2021. "The Impact of Increase in Minimum Wages on Consumer Perceptions of Service: A Transformer Model of Online Restaurant Reviews," Marketing Science, INFORMS, vol. 40(5), pages 985-1004, September.
    4. Goretzki, Lukas & Reuter, Marek & Sandberg, Joanna & Thulin, Gabriella, 2022. "Making sense of employee satisfaction measurement – A technological frames of reference perspective," The British Accounting Review, Elsevier, vol. 54(1).
    5. Ya. Katkova I. & Я. Каткова И., 2017. "Критерии Маркетинговой Результативности Интернет-Магазинов В России // Criteria Of Marketing Effectiveness Of Online Stores In Russia," Финансы: теория и практика/Finance: Theory and Practice // Finance: Theory and Practice, ФГОБУВО Финансовый университет при Правительстве Российской Федерации // Financial University under The Government of Russian Federation, vol. 21(3), pages 257-263.

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