Shared vision in customer and staff satisfaction

Relationships and their consequences

Sooksan Kantabutra*, Gayle C. Avery

*Corresponding author for this work

Research output: Contribution to journalArticle

10 Citations (Scopus)

Abstract

Little research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share. This study examined relationships between shared visions characterized by brevity, clarity, challenge, stability, abstractness, future orientation, and ability to inspire, and containing reference to customer and staff satisfaction, and outcomes of customer and staff satisfaction in Australian retail stores. Overall customer and staff satisfaction, and stores with a vision were associated with one another. Associations were also found between shared visions characterized by the attributes and containing the reference, and enhanced customer and staff satisfaction.

Original languageEnglish
Pages (from-to)9-21
Number of pages13
JournalJournal of Applied Business Research
Volume25
Issue number4
Publication statusPublished - Jul 2009

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