Home Page

The CitiSales Study

  • Research Team
  • Research Design
  • Partners

Jobs that Work for
Hourly Workers

  • Study Overview

Issue Briefs

  • Intro to The CitiSales Study
  • What is Workplace Flexibility
  • Business Case for Workplace Flexibility
  • Management Strategies for Workplace Flexibility
  • Job Quality for Hourly Workers
  • Workplace Factors that Drive Engagement
  • Job Quality, Engagement, & Customer Satisfaction

Jobs that Work for
Older Workers

  • Study Overview

Issue Briefs

  • Intro to the CitiSales Study
  • Responsive Workplace
  • Older Workers Capability

Press Coverage

Contact Information

What is the Impact of Job Quality on Store-Level Employee Engagement and Customer Satisfaction?

This brief examines the effects of job quality on store-level employee engagement and customer satisfaction among hourly workers in a large U.S. retail company, referred to as CitiSales. The quotes in this brief have been taken from interviews with CitiSales regional vice presidents and district managers that were conducted as part of the study.

Two primary research questions are examined:

  • What is the effect of job quality on store-level employee engagement?
  • What is the effect of job quality on customer satisfaction?
Download a PDF of this Brief