Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
Beyond Philosophy
JULY 12, 2016
For the past two decades, it has been the analytical foundation used by many organizations to assess the health of their company. So the key takeaways from Ms Wyse’s summary is that satisfaction principally measures attitudes, which are passive, reactive, and tactical, and that this metric has little connection to value-related behavior.
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