My former colleague Jim Pailin, who was in the PhD program with me at North Carolina, worked on a dissertation in this area almost 20 years ago. And it is still true, “Happy Employees Create Better Customer Experiences” (Customer Experience Matters blog, February 1, 2010). Jim was particularly interested in looking at this for services — and I am sure that happy employees matter even more in service businesses. From Bruce Temkin’s blog post you can find a link to Fortune magazine’s list of the 100 best companies to work for.
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