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Full-Text Articles in Business
Do Satisfied Employees Deliver Better Service Experiences That Result In Satisfied Customers, And, What Are The Factors Affecting Employee Satisfaction And Customer Satisfaction?, Chuen Kong Kevin Cheong
Do Satisfied Employees Deliver Better Service Experiences That Result In Satisfied Customers, And, What Are The Factors Affecting Employee Satisfaction And Customer Satisfaction?, Chuen Kong Kevin Cheong
Dissertations and Theses Collection (Open Access)
It is often said that a happy worker is a good worker, but do happy workers in the service industry result in happy or satisfied customers or guests? This research aimed to seek out answers to this anecdotal question by surveying both frontline, customer-facing employees and visitors or guests in several visitor attractions in Singapore and the Philippines. The research found significant correlation between job satisfaction, psychological empowerment and guest satisfaction, particularly in zone-managed visitor attractions. Zone-managed attractions did not deploy the conventional and traditional functional operating structure; employees’ job functions were clustered by customer touchpoints associated with how the …
Strategies Retailers Use To Build Brand Loyalty And Improve Customer Experience, Mekus Samuel
Strategies Retailers Use To Build Brand Loyalty And Improve Customer Experience, Mekus Samuel
Walden Dissertations and Doctoral Studies
The use of strategy to build brand loyalty and improve customer experience by retail managers is essential in driving sales revenue and increasing profitability. Retail managers should perceive customer experience strategy as a tool for product differentiation, which could be leveraged to attain benefits, such as, repeat business, positive word of mouth, increased sales, and the competitive advantage. Some retail managers may not fully comprehend customer experience strategy, and may solely focus on individual facets such as, customer service and employee training. This qualitative multiple case study explored the strategies retail managers used to build brand loyalty and improve customer …