Date of Conferral



Doctor of Business Administration (D.B.A.)


Business Administration


Glenn James


Downsizing campaigns and employee layoffs can result in poor customer service leading to service revenue losses. Understanding lost service revenue predictors is critical for leaders and managers to maintain and increase organizational growth and financial performance. Grounded in the service-profit chain theory, the purpose of this quantitative correlational study was to examine the relationship between customer relationship management (CRM), employee retention, and service revenue. Data were analyzed for 80 leaders and managers working in Vietnam’s industrial service field. The results of the multiple regression analysis indicated the full model, containing the 2 predictor variables (CRM and employee retention), was able to predict service revenue significantly, F(2, 72) = 7.608, p = .001, R2 = .174. Only employee retention made a statistically significant contribution to the model (β = .416, p < .001). A key recommendation is for leaders and managers of industrial firms to prudently implement service diversification and human resource management strategies to maintain employee retention for increasing growth and financial performance to improve CRM. The implications for social change include the potential to raise service levels for customers, empower employees, and increase the tax base to improve the quality of life for all stakeholders in the community.