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

"Sudjatno " ()
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"Sudjatno ": Faculty of Economics and Business, Universitas Brawijaya, Indonesia

GATR Journals from Global Academy of Training and Research (GATR) Enterprise

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. "

Keywords: Strategic Management; Employee Engagement; Customer Satisfaction (search for similar items in EconPapers)
JEL-codes: M10 M12 M31 (search for similar items in EconPapers)
Pages: 7
Date: 2016-12-23
New Economics Papers: this item is included in nep-cse, nep-mkt and nep-sea
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Published in Journal of Management and Marketing Review, Volume 1, Issue 1

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