James K. Harter, The Gallup Organization, Frank L. Schmidt, University of Iowa & Theodore L. Hayes U.S. Immigration and Naturalization Service
Abstract
Based on 7,939 business units in 36 companies, this study used meta-analysis to examine the relationship
at the business-unit level between employee satisfaction–engagement and the business-unit outcomes of
customer satisfaction, productivity, profit, employee turnover, and accidents. Generalizable relationships
large enough to have substantial practical value were found between unit-level employee satisfaction–
engagement and these business-unit outcomes. One implication is that changes in management practices
that increase employee satisfaction may increase business-unit outcomes, including profit.
