Keywords
Citation
(1999), "From people to profits", Leadership & Organization Development Journal, Vol. 20 No. 6. https://doi.org/10.1108/lodj.1999.02220fab.003
Publisher
:Emerald Group Publishing Limited
Copyright © 1999, MCB UP Limited
From people to profits
Keywords Employee attitudes, Commitment, Sales
A recent report published by the Institute for Employment Studies suggests that with more committed staff, companies could be boosting their sales by up to £200,000 per month. The report is based on research conducted among 65,000 employees and 25,000 customers in almost 100 stores of major UK retailers. The research showed a link between staff commitment, customer loyalty and sales growth by analysing employee, customer and sales performance data over a two-year period.
The study also showed that customer satisfaction in itself, however, represents a weak link in the so-called "service-profit chain", unless it is accompanied by customer loyalty (i.e. an intention to spend again).
Copies of the report, "From People to Profits" L. Barber, S. Hayday, S. Bevan, IES Report 355, June 1999 are available from Grantham Book Services. Tel: +44 (0)1476 541080; Fax: +44 (0)1476 541061.