Review paper
Quantifying the Link between Employee Engagement and Customer Satisfaction in the Car Rental Industry
Abstract
In the retail service industry, employee engagement may play an important role in customer relationship management, as employees often interact directly with customers. This paper investigates the link between employee engagement and customer satisfaction. We analyze this potential link using a unique data set from a large car rental company. Our analysis accounts for the possibility that employee engagement is endogenously determined. To...
Paper Details
Title
Quantifying the Link between Employee Engagement and Customer Satisfaction in the Car Rental Industry
Published Date
Jan 1, 2018
Journal
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