Attitude Matters: Study Proves the Old Adage

New research on 37,000 customers in 100 markets, done by the Forum for People Performance Management and Measurement at Northwestern University, shows how employee attitudes translate into stronger sales. While all customer-service research to date had been done with employees who have direct contact with customers, The Impact of Employee Attitudes on Market Response and Financial Performance is the first study to focus on all employees, including those with no customer contact. The