Linking Employee, Customer, and Business Results

A Study in the Hotel Industry

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Abstract

Purpose – The purpose of this paper is to examine the links between employee attitudes, customer loyalty and business results. Methodology/approach – From a conceptual point of view, this employee-customer-business results chain is well founded and generally accepted, also in the European Excellence Model. But for many companies, it seems difficult to demonstrate such links, and several issues must be addressed to uncover the links. To investigate these links empirically, a hotel chain provided data matching employee and customer measures with measures of profit, and a modeling approach is developed. Findings – The model is successfully applied. As it is possible to estimate and test the links, we have demonstrated the effects of employee attitudes on customer loyalty and further on business results. The findings provide strong empirical evidence for the developed model, and the study provided evidence of theemployee-customer-business result chain. Research limitations – The study is limited to four hotels in Copenhagen, Denmark. Practical implications – The research findings provide a better understanding of the employee-customer-business result chain and may help practitioners in improving company financial performance. Originality/value – This paper provides new insights into the relationships between employee attitudes, customer loyalty, and business results.
Original languageEnglish
Title of host publicationProceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science
EditorsSu Mi Dahlgaard-Park, Jens J. Dahlgaard
Number of pages10
Place of PublicationLund
PublisherLund University
Publication date2018
Publication statusPublished - 2018
Event21st QMOD-ICQSS International Conference on Quality and Service Sciences: The Quality Movement, Where are we going ? - Past Present and Future - Cardiff University, Cardiff, United Kingdom
Duration: 22 Aug 201824 Aug 2018
Conference number: 21
https://www.ism.lu.se/en/qmod/21st-qmod-conference

Conference

Conference21st QMOD-ICQSS International Conference on Quality and Service Sciences
Number21
LocationCardiff University
CountryUnited Kingdom
CityCardiff
Period22/08/201824/08/2018
Internet address

Keywords

  • Employee results
  • Customer results
  • Business results
  • Statistical analyses

Cite this

Grønholdt, L., & Martensen, A. (2018). Linking Employee, Customer, and Business Results: A Study in the Hotel Industry. In S. M. Dahlgaard-Park, & J. J. Dahlgaard (Eds.), Proceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science Lund: Lund University.
Grønholdt, Lars ; Martensen, Anne. / Linking Employee, Customer, and Business Results : A Study in the Hotel Industry. Proceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science. editor / Su Mi Dahlgaard-Park ; Jens J. Dahlgaard. Lund : Lund University, 2018.
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abstract = "Purpose – The purpose of this paper is to examine the links between employee attitudes, customer loyalty and business results. Methodology/approach – From a conceptual point of view, this employee-customer-business results chain is well founded and generally accepted, also in the European Excellence Model. But for many companies, it seems difficult to demonstrate such links, and several issues must be addressed to uncover the links. To investigate these links empirically, a hotel chain provided data matching employee and customer measures with measures of profit, and a modeling approach is developed. Findings – The model is successfully applied. As it is possible to estimate and test the links, we have demonstrated the effects of employee attitudes on customer loyalty and further on business results. The findings provide strong empirical evidence for the developed model, and the study provided evidence of theemployee-customer-business result chain. Research limitations – The study is limited to four hotels in Copenhagen, Denmark. Practical implications – The research findings provide a better understanding of the employee-customer-business result chain and may help practitioners in improving company financial performance. Originality/value – This paper provides new insights into the relationships between employee attitudes, customer loyalty, and business results.",
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Grønholdt, L & Martensen, A 2018, Linking Employee, Customer, and Business Results: A Study in the Hotel Industry. in SM Dahlgaard-Park & JJ Dahlgaard (eds), Proceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science. Lund University, Lund, Cardiff, United Kingdom, 22/08/2018.

Linking Employee, Customer, and Business Results : A Study in the Hotel Industry. / Grønholdt, Lars; Martensen, Anne.

Proceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science. ed. / Su Mi Dahlgaard-Park; Jens J. Dahlgaard. Lund : Lund University, 2018.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

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PY - 2018

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N2 - Purpose – The purpose of this paper is to examine the links between employee attitudes, customer loyalty and business results. Methodology/approach – From a conceptual point of view, this employee-customer-business results chain is well founded and generally accepted, also in the European Excellence Model. But for many companies, it seems difficult to demonstrate such links, and several issues must be addressed to uncover the links. To investigate these links empirically, a hotel chain provided data matching employee and customer measures with measures of profit, and a modeling approach is developed. Findings – The model is successfully applied. As it is possible to estimate and test the links, we have demonstrated the effects of employee attitudes on customer loyalty and further on business results. The findings provide strong empirical evidence for the developed model, and the study provided evidence of theemployee-customer-business result chain. Research limitations – The study is limited to four hotels in Copenhagen, Denmark. Practical implications – The research findings provide a better understanding of the employee-customer-business result chain and may help practitioners in improving company financial performance. Originality/value – This paper provides new insights into the relationships between employee attitudes, customer loyalty, and business results.

AB - Purpose – The purpose of this paper is to examine the links between employee attitudes, customer loyalty and business results. Methodology/approach – From a conceptual point of view, this employee-customer-business results chain is well founded and generally accepted, also in the European Excellence Model. But for many companies, it seems difficult to demonstrate such links, and several issues must be addressed to uncover the links. To investigate these links empirically, a hotel chain provided data matching employee and customer measures with measures of profit, and a modeling approach is developed. Findings – The model is successfully applied. As it is possible to estimate and test the links, we have demonstrated the effects of employee attitudes on customer loyalty and further on business results. The findings provide strong empirical evidence for the developed model, and the study provided evidence of theemployee-customer-business result chain. Research limitations – The study is limited to four hotels in Copenhagen, Denmark. Practical implications – The research findings provide a better understanding of the employee-customer-business result chain and may help practitioners in improving company financial performance. Originality/value – This paper provides new insights into the relationships between employee attitudes, customer loyalty, and business results.

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KW - Business results

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Grønholdt L, Martensen A. Linking Employee, Customer, and Business Results: A Study in the Hotel Industry. In Dahlgaard-Park SM, Dahlgaard JJ, editors, Proceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science. Lund: Lund University. 2018