An engaged workforce, then, appears critical to developing and maintaining high-quality customer service relationships.

Further, engaged employees are more interested in and capable of forming strong connections with customers, as demonstrated in studies that link employee engagement to lower customer attrition rates and higher customer spending rates. As a result, organizations realize observable gains in productivity and employee replacement costs plummet. There is robust research to support this claim: Higher levels of employee engagement lead employees to perform work of higher quality (e.g., fewer errors), to be more committed to the organization, to be more likely to go above-and-beyond for the organization, and leave the organization at a reduced rate. Kellstadt Graduate School of Business, DePaul University, One East Jackson Blvd, Chicago, IL 60604, United States b Tasty Catering, 1900 Touhy, Elk Grove Village, IL 60007, United StatesĮmployee engagement, or the complete cognitive, emotional, and physical immersion of the self in one’s work, is often touted as the pinnacle of positive employee attitudes. Thompson a,*, Grace Lemmon a,1, Thomas J. of Pages 11 Organizational Dynamics (2015) xxx, xxx-xxxĪvailable online at ScienceDirect journal homepage: Employee Engagement and Positive Psychological Capital Kenneth R.

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