APA Center for Organizational Excellence: Abstract Detail: Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis

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Title

Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis

Available Online http://hy2ju6vj2n.search.serialssolutions.com/d...
Author Harter, James K.; Schmidt, Frank L.; Hayes, Theodore L.
Source Journal of Applied Psychology
Source Type Journal Article
Summary

Focused on a meta-analytic review of 7,939 business units in 36 companies to assess the link between employee outcomes of satisfaction and engagement and business outcomes of customer satisfaction, productivity, profit, turnover and accidents. Their results indicated that higher levels of both employee satisfaction and employee engagement were associated with greater customer satisfaction, productivity, and profit, and decreased turnover and accidents. This equated to increased profits of $80,000 to $120,000 on average.

Keywords performance, profit, turnover, accidents, customer satisfaction, employee engagement, employee satisfaction
Reference

Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. Journal of Applied Psychology, 87(2), 268-279.

"As a result of our focus on creating a good working environment, ARUP has enjoyed high morale and productivity, low turnover and absenteeism, enhanced recruitment and retention, and positive customer relations."

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ARUP Laboratories, Past Winner, Utah