Contrary to past research on the link between employee engagement and business outcomes, this research (“Linking Organizational Characteristics to Employee Attitudes and Behaviors – A Look at the Downstream Effects on Market Response & Financial Performance”) focuses on employees who have no face-to-face contact with an organization’s customers. This is a particularly intriguing angle given the rise of service and internet based organizations where in-person interaction is limited or even non-existent. These channels are often the most difficult for Marketers to successfully navigate.