Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis.
Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship at the business-unit level between employee satisfaction-engagement and the business-unit outcomes of customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships large enough to have substantial practical value were found between unit-level employee satisfaction-engagement and these business-unit outcomes. One implication is that changes in management practices that increase employee satisfaction may increase business-unit outcomes, including profit.
Harter
James K
JK
The Gallup Organization, Lincoln, Nebraska 68510, USA. jim_harter@gallup.com
Schmidt
Frank L
FL
Hayes
Theodore L
TL
D003258:Consumer Behavior; D017598:Efficiency, Organizational; D006801:Humans; D007588:Job Satisfaction; D015279:Organizational Culture