辨识员工满意度关键因素，满足组织绩效要求
(This article is provided by Center for Advanced Human Resource Studies, Cornell University.蒋勤 (Joh Jiang) recomposed and commented)

KEY FINDINGS

While practitioners and researchers assume that higher employee
satisfaction equals higher sales and profits, analysis shows that there is no direct link between the two.

Between the beginning point of employee satisfaction and the endpoint of profitability lie three crucial intervening factors: employee retention, employee responsiveness to customers, and customer satisfaction.

By understanding the interplay among these factors, organizations can target their HR efforts to positively affect the bottom line.

THE TOPIC: DO HAPPY WORKERS EQUAL BIGGER PROFITS?

Organizations are perennially seeking to optimize HR practices to improve their financial performance. To this end, HR professionals and researchers have long been interested in the effect that employee satisfaction has on a business’s bottom line.

The relationship between workforce satisfaction and financial performance may seem obvious—satisfied employees provide better service, leading to satisfied customers, who bring substantial business to a store. However, the path from satisfied workforce to profitability is not a direct one. In fact, there are crucial junctures in between, and how each of these is managed will significantly affect the organization’s profits.