Linking Quality of Work Life to Employee Lifetime Value in Service Industries - Towards a Research Agenda

Marlena Bednarska


With a greater level of uncertainty coming from growing competition and increasingly demanding customers, service organisations need to take measures to acquire adequate labour resources and to maintain a sustainable competitive advantage based of these resources. The objective of the paper is to propose a framework that highlights the relationship between quality of work life and employee lifetime value in service industries. It is argued that job quality, which is measured as a misfit between expectations towards work and its perceptions, influences both employee engagement and retention, which are key drivers of employee lifetime value. The strength of this relationship is moderated by individual characteristics and external factors.
Author Marlena Bednarska (WGM / KT)
Marlena Bednarska,,
- Department of Tourism
Journal seriesZeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management, [Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management, European Journal of Service Management], ISSN 2450-8535, e-ISSN 2353-2858, [1898-0511], (B 13 pkt)
Issue year2014
Publication size in sheets0.5
Keywords in Englishquality of work life, employee lifetime value, employee engagement, employee retention, service industries
Languageen angielski
Score (nominal)13
Score sourcejournalList
ScoreMinisterial score = 7.0, 23-12-2019, ArticleFromJournal
Ministerial score (2013-2016) = 13.0, 23-12-2019, ArticleFromJournal
Citation count*6 (2021-07-22)
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* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.
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