Main Article Content
Abstract
In the volatile and vociferous business environment, customer loyalty plays a vital role in the survival and growth of any successful business entity. In such a situation, customer loyalty can be attained by looking inward and laying emphasis on employee loyalty. This paper tries to ascertain a optimistic affiliation between employee loyalty and customer loyalty. It demarcates and differentiates between employee satisfaction and employee loyalty. Engaged employees are satisfied with their job; however satisfied employees may not be engaged. Employee engagement leads in inculcating a feeling of ownership and belongingness; it develops organization citizenship behavior among its employees. It also encourages transformational leadership at every level in an organization. Satisfied employees always look to satisfy the customer till a certain standard, however, engaged employees go beyond the expected standards and perform to delight the customers.