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DOI 10.35609/jmmr.2016.1.1(10)

Reference to this paper should be made as follows: Sudjatno. (2016). The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model, J. Mgt. Mkt. Review, 1 (1): 81 – 87. https://doi.org/10.35609/jmmr.2016.1.1(10)

Received: September 21, 2016 | Accepted: December 23, 2016

The Relationship Between Strategic Management, Employee Engagement on Customer Satisfaction and Customer Loyalty (Newest Empirical Approach 2013-2015): A Conceptual Model
Sudjatno
Faculty of Economics and Business, Universitas Brawijaya, Indonesia Abstract

Objective - Customer satisfaction is the main goal of every company's strategy for maintaining its global/local business. However, achieving Customer Satisfaction needs strategic management commitment which is related to how the shareholders and executives plan their business investment in employee engagement. The purpose of this study is to reveal the collaboration of the strategic management and employee engagement for achieving customer satisfaction.

Methodology/Technique - The study employs the analytical method (literature study) to analyse data gained from literature review

Findings – The relationship between strategic management, employee engagement and customer satisfaction is revealed. It is also noted that customer dimension, in the newest context, is goods or service value plus value added from positive emotion, expectation, switching cost.

Novelty - This study explores employee engagement and customer satisfaction from the newest literature review combined with four strategic management's newest book literature.

Type of Paper - Review

Keywords: Strategic Management, Employee Engagement, Customer Satisfaction

JEL Classification: M10, M12, M31.

Price: USD 25