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

Daniel H. Simon, Miguel I. Gómez, Edward W. McLaughlin and Dick R. Wittink
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Daniel H. Simon: Department of Applied Economics and Management, Cornell University, Ithaca, NY, USA, Postal: 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, Postal: 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, Postal: 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, Postal: George Rogers Clark Professor of Management and Marketing, Yale School of Management, Yale University, New Haven, CT, USA

Managerial and Decision Economics, 2009, vol. 30, issue 1, pages 27-41

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.

Date: 2009
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