...Charles R. Emery; Katherine J. Barker Purpose This study seeks to examine customer satisfaction (CS), productivity, and profitability in terms of the organizational commitment (OC) and job involvement (JI) of company customer contact personnel. Additionally, the study aims to investigate...

.... Two gaps in the evaluation process are revealed: the ability to relate customer satisfaction to organisational aims and the ability to recognise the behavioural changes necessary to achieve these aims. The authors speculate that successful outcomes are most likely to be achieved if case‐study material...