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The Impact of Employee Engagement, Innovation, and Customer Satisfaction and Their Synegistic Influence on Firm Performance in Manufacturing and Service Industries

Jalilzadeh, Mohamad Reza | 2024

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  1. Type of Document: M.Sc. Thesis
  2. Language: Farsi
  3. Document No: 57386 (01)
  4. University: Sharif University of Technology
  5. Department: Industrial Engineering
  6. Advisor(s): Habibi, Moslem
  7. Abstract:
  8. Organizations increasingly prioritize and utilize their intangible assets in a combined manner to achieve sustainable competitive advantage and success in a volatile market environment. In this research, the most important intangible assets of organizations have been identified. Using the Generalized Method of Moments, a suitable regression method for the statistical analysis of panel data, the impact of intangible assets on organizational profitability—specifically the return on assets—is examined separately and simultaneously across manufacturing and service industries. These assets include innovation, employee engagement, and customer satisfaction. The population of this study consists of panel data from 438 reputable and publicly traded American companies from two different databases over the period from 2017 to 2022. The results show that the impact of intangible assets on organizational profitability depends on the contingency factor of the industry type. Specifically, in service organizations, only the interactive effect between employee engagement and innovation has a positive impact on profitability. In manufacturing organizations, both the interactive effects of employee engagement and innovation, as well as the interactive effects of employee engagement and customer satisfaction, have a positive impact on profitability. However, the interaction between innovation and customer satisfaction in manufacturing organizations has a negative impact on profitability. Therefore, it is concluded that the type of organization has a moderating effect on these relationships
  9. Keywords:
  10. Panel Data ; Interaction ; Generalized Moments Methods ; Moderating Effect ; Intangible Assets ; Contingency Factor

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