From People to Profits

The HR link in the service-profit chain

Barber L, Hayday S, Bevan S | Report 355 | Institute for Employment Studies | May 1999

Increasing competition within the service sector has resulted in many firms spending a considerable amount of cash and effort to promote the cause of customer service and customer loyalty.

This report presents the results of the most detailed UK work yet to explore how employee attitudes and behaviour can improve customer retention and, as a consequence, company sales performance.

It presents compelling data to demonstrate these links, highlights the 'Attitude Chain' model which underpins it, and highlights how other businesses can take this work forward in their own markets.