Center for Advanced Human Resource Studies2020-11-122020-11-122010-04-011297370https://hdl.handle.net/1813/73703KEY 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.en-USEmployee EngagementHR StrategyFinancial performanceemployee satisfactionretentioncustomer satisfactionarticle