Thesis EFFECTS OF EMPLOYEE SATISFACTION ON CUSTOMER RETENTION AND CORPORATE PROFITABILITY (A CASE OF KENYA TRAVEL AGENTS AND TOUR OPERATORS IN NAIROBICOUNTY)
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Abstract
This research sought to empirically assess the effects of employee
satisfaction on customer retention and corporate profitability within Kenya
Travel Agents and Tour Operators. It thereafter outlined the relationship
that exists between employee satisfaction, customer retention and
corporate profitability.
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Keywords
EMPLOYEE SATISFACTION, CUSTOMER RETENTION, CORPORATE PROFITABILITY, TRAVEL AGENTS, TOUR