ABSTRACT
Firms that take advantage of the employee retention–customer retention link remain in the minority, however. Indeed, the massive restructurings and downsizing efforts that have taken place in many organizations in the last few years have left many organizations filled with dissatisfied, stressed, and insecure workers who are ready to abandon their current jobs for new opportunities at a moment’s notice. Job satisfaction is “a pleasurable feeling that results from the perception that one’s job fulfills or allows for the fulfillment of one’s important job values.” Stress is an unpleasant emotional state that results when someone is uncertain of his or her capacity to resolve a perceived challenge to an important value. As in the case of satisfaction, people might find it easier to understand the nature of stress if people decompose this definition into three key components. Pituitary gland and adrenal cortex activity slows down, and the person can no longer adapt to the continuing stress.
