The Correlation between the Degree of Customer Satisfaction and Turnover, an Approach to Managerial Flexibility
The Correlation between the Degree of Customer Satisfaction and Turnover, an Approach to Managerial Flexibility

Author(s): Constantin Bran
Subject(s): Essay|Book Review |Scientific Life
Published by: Editura Lumen, Asociatia Lumen
Keywords: managerial flexibility; customer satisfaction; adaptive organization; flexible organization; turnover; strategic management
Summary/Abstract: Paying attention to customer satisfaction is a measure that denotes managerial and organizational flexibility. The most valuable feedback on the quality of services or products distributed on the market can be provided by customers. This research has analyzed whether there is a correlation between customer satisfaction and turnover as a result of implementing feed-back received from clients, an expression of manifestation of managerial flexibility. The conclusion is that the turnover level remains the best indicator of customer satisfaction, and the rapid adaptation of the organization to customer requirements has a positive effect on both sides.

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