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Corporate Reputations, Branding and People Management 7

Corporate Reputations, Branding and People Management 7. This book is essential reading for CEOs, marketing and HR practitioners who are serious about making a valued contribution to the success of their organization. This book outlines the future scope and contribution of human resources to business strategy. It is one of the first serious studies of the corporate landscape and is very well researched and practical. I hope you get as much out of this book as I have. | 44 Corporate Reputations Branding and People Management Figure 2.1 The employee-customer-profit chain at Sears adapted from Kaplan and Norton 2001 . Chapter 2 Managing corporate brands and reputations 45 Furthe r support forthece ntraln ature oftheservice encounter came from a Gallup poll in the USA of six major sectors on the factors influencing taxi performance ittound ilng. for all sectors thesinglemost important factnn inbnliriingbranri loyalty as employee aetataour McEwen and Bucaingharn 10 In the case of dre torll tif mdusuy tnseranlion notO emptonees was three timosmorebnwerfnll.iion mry otherrfaatw inoluPing product parfonnancd. On thenegative ciae poo- ernninme performanee wot also srnportdnl in amanoa dionimdni particular dWto tPare see no Wci feaae-eo to eMgendaUi among prndnds or netanon. Ndcf ssnaleop tha Otact aaideneo in support er tints oerrfne-aroflt a hnlir li nod oil that cnnfind. . Read the oummare of a nauding elude in gotr if. Box 2.1 The service-profit chain in the UK retail banking industry Garry Gelade and StephenYoung Uvo psyc hologistsworking formajor international consultants have access to enormous data sets in the British ret ail bankingsectorthatallowedthem to conducta rigorous study of the ttwd ofln dette ltt foe- hanks Dana aane cnUeaed Ota the attitudeh ot 3S000 teepicyeth tn t hojolrs and oogamandons tkee also had acegss to costomecsatiegactionsdneynandseles performance at bank branch level. These datg oeowck them to ttmthe cimpiaproufsttshnof tha iaae ice-profit 00 - and motivated employees produce satisfied customers anO setiified angrtagis hand tg puntae mata inntagsing lite revenues akdarnfits oftdePrganihaOt niCd n atktYtmatnaW p.t ti The key ikrit Wma is nestomer 1 being tneerkOttas gne rii rie between erafae edOute coP otganlraeonclpesfnrmanaaltee diduie 2 1 The noaspa Chdpio and Young naed ineoikeP a tausul odnagsHid linking podWrearnamyee aa oCtenm ornme nobeanblercknd job suppoet to otganinoaonta efimedr and .