The Correlation between the Degree of Customer Satisfaction and Turnover, an Approach to Managerial Flexibility

Constantin Bran ()
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Constantin Bran: Ph.D. student,Faculty of Entrepreneurship, Business Engineering and Management (FAIMA) from Politehnica University of Bucharest, Romania

Chapter 10 in CATES 2017, 2018, vol. 4, pp 89-96 from Editura Lumen

Abstract: Paying attention to customer satisfaction is a measure that denotes managerial and organizational flexibility. The most valuable feedback on the quality of services or products distributed on the market can be provided by customers. This research has analyzed whether there is a correlation between customer satisfaction and turnover as a result of implementing feed-back received from clients, an expression of manifestation of managerial flexibility. The conclusion is that the turnover level remains the best indicator of customer satisfaction, and the rapid adaptation of the organization to customer requirements has a positive effect on both sides.

Keywords: managerial flexibility; customer satisfaction; adaptive organization; flexible organization; turnover; strategic management (search for similar items in EconPapers)
JEL-codes: A3 I2 I3 M0 (search for similar items in EconPapers)
Date: 2018
ISBN: 978-1-910129-16-6
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Persistent link: https://EconPapers.repec.org/RePEc:lum:prchap:04-10

DOI: 10.18662/lumproc.10

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