Timothy L. Keiningham, Lerzan Aksoy, Robert M. Daly, Kathy Perrier and Antoine Solom
This research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service‐profit chain using data from another Western European…
Abstract
Purpose
This research seeks to examine the generalizability/robustness of the findings in an exploratory study of the service‐profit chain using data from another Western European retailer operating in the same business sector.
Design/methodology/approach
This study applies correlation and regression analyses on data gathered from 38,513 employee surveys from 107 grocery “superstore” locations to explore the link between employee satisfaction and business performance.
Findings
The findings differ significantly from those of the exploratory study. When looking at the relationship between employee satisfaction and store profitability, the correlation is found to be effectively zero. When controlling for the size of store, however, the relationship is found to be positive.
Research limitations/implications
The results are based on cross‐sectional employee satisfaction data.
Originality/value
The original findings have received considerable exposure, being published first in the International Journal of Service Industry Management and later in the International Journal of Operations & Production Management. The results of this examination call into question the generalizability of the conclusions of the exploratory study using a larger data set in the same business sector and continent.
Details
Keywords
British Airways has had its share of crises over the years, but when the Air France Concorde crashed just after take‐off killing all 113 passengers and crew in late 2000, BA had a…
Abstract
British Airways has had its share of crises over the years, but when the Air France Concorde crashed just after take‐off killing all 113 passengers and crew in late 2000, BA had a major problem on its hands. Concorde is an unmistakable aircraft and its future looked in doubt back in late 2000 as speculation mounted as to the cause of the crash which was caught on film and widely broadcast. So what did BA do? It decided to communicate. Within hours the company was n touch with its major customers, the CEO, Ron Eddington, talking personally to the top eight.