Linking Quality of Work Life to Employee Lifetime Value in Service Industries - Towards a Research Agenda
With a greater level of uncertainty coming from growing competition and increasingly demanding customers, service organisations need to take measures to acquire adequate labour resources and to maintain a sustainable competitive advantage based of these resources. The objective of the paper is to propose a framework that highlights the relationship between quality of work life and employee lifetime value in service industries. It is argued that job quality, which is measured as a misfit between expectations towards work and its perceptions, influences both employee engagement and retention, which are key drivers of employee lifetime value. The strength of this relationship is moderated by individual characteristics and external factors.(author's abstract)
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