Publication: Shared vision in customer and staff satisfaction: Relationships and their consequences
Issued Date
2009-07-01
Resource Type
ISSN
08927626
Other identifier(s)
2-s2.0-68149136661
Rights
Mahidol University
Rights Holder(s)
SCOPUS
Bibliographic Citation
Journal of Applied Business Research. Vol.25, No.4 (2009), 9-21
Suggested Citation
Sooksan Kantabutra, Gayle C. Avery Shared vision in customer and staff satisfaction: Relationships and their consequences. Journal of Applied Business Research. Vol.25, No.4 (2009), 9-21. Retrieved from: https://repository.li.mahidol.ac.th/handle/123456789/27357
Research Projects
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Thesis
Title
Shared vision in customer and staff satisfaction: Relationships and their consequences
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Abstract
Little research has been conducted into the relationship between customer and staff satisfaction, and the attributes and content of visions that leaders and followers share. This study examined relationships between shared visions characterized by brevity, clarity, challenge, stability, abstractness, future orientation, and ability to inspire, and containing reference to customer and staff satisfaction, and outcomes of customer and staff satisfaction in Australian retail stores. Overall customer and staff satisfaction, and stores with a vision were associated with one another. Associations were also found between shared visions characterized by the attributes and containing the reference, and enhanced customer and staff satisfaction.