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The Relationship Between Customer Relationship Management, Employee Retention, And Revenue, Bui Thanh Van
The Relationship Between Customer Relationship Management, Employee Retention, And Revenue, Bui Thanh Van
Walden Dissertations and Doctoral Studies
Downsizing campaigns and employee layoffs can result in poor customer service leading to service revenue losses. Understanding lost service revenue predictors is critical for leaders and managers to maintain and increase organizational growth and financial performance. Grounded in the service-profit chain theory, the purpose of this quantitative correlational study was to examine the relationship between customer relationship management (CRM), employee retention, and service revenue. Data were analyzed for 80 leaders and managers working in Vietnam’s industrial service field. The results of the multiple regression analysis indicated the full model, containing the 2 predictor variables (CRM and employee retention), was able …