Management Strategy to Achieve Competitive Advantages in Commercial Companies and Improve Productivity, Employee Loyalty and Customer Service Quality: Spirituality in the Work Environment

Abstract

According to recent research work, spirituality in the workplace is strategically becoming a competitive advantage for companies. The main objective of this research is to analyze the effect of spirituality in commercial companies, by measuring the perception of satisfaction, productivity and commitment of employees, and the consequences that these directly have on the satisfaction and loyalty of customers of these commercial facilities. The methodology used for measuring the spirituality levels of the workers was through frequency analysis and to solve the relationship between spirituality vs. internal service quality and the external service perception, Structural Equation Modeling was used through the novel technique of “partial least squares” (SEM-PLS). Regarding the practical implications of this study we can see that if businessmen encourage a work environment in their companies where good levels of spirituality prevail, they will probably have higher productivity, more loyalty and satisfaction of their workforce, as well as high levels of customer loyalty and will have more satisfied customers for the services received by their employees.