Do Satisfied Employees Make Customers Satisfied?: an investigation into the relationship between service employee job satisfaction and customer perceived service quality
نویسندگان
چکیده
The relationship of employee job satisfaction with customer service quality evaluation and customer loyalty is studied. A study of the UK financial services industry finds that, contrary to previous research, employee job satisfaction does not affect customers’ perceptions of service quality; but there is a relationship between job satisfaction and one measure of customer loyalty repurchase intention. Managers aiming to improve employee satisfaction should reduce the negative consequences of the two main role stressors of role ambiguity and role conflict.
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