Since this study was limited to one U.S.-based retail chain of home-improvement stores, the researchers point out that their findings are somewhat dependent on context. The link between operational performance and profitability may be stronger in other settings, especially those in which employee interactions are particularly important for achieving organizational outcomes. In a consulting firm, for instance, teams of employees configured specifically for each engagement—must deliver a range of operational outcomes, customer service, and bottom-line results. Thus, improved customer service in this situation is more likely to lead to bigger profits.  Another example is a small manufacturing firm, in which employees work interdependently to produce efficiencies, top-quality products, and profits.  Improvements in worker satisfaction should increase operational efficiency, most likely resulting in improved financial performance.

Applicability to Various Industry Settings

This study used data from multiple sources—employee and customer input, company financial records, and data from the U.S. Bureau of Labor Statistics.  In addition, it focused on employee satisfaction and performance at the store level, offering observations on the behavior of a store’s employees as a unit.

The researchers point out that they may have overlooked other significant factors, such as employee commitment