Engagement and service orientation as mediators between employee work attitude and customer attitude

The focus of this article is on the mediating effects of employee engagement and service oriented behavior between employee work attitude and customer attitude. A comprehensive conceptual model is proposed to explain the relationship among the employee satisfaction, affective commitment, engagement, service oriented behavior and customer satisfaction based on the literature review. The author tested the model by survey data from employees and customers of four golf clubs in Shenzhen, China. The results indicate that employee satisfaction and affective commitment have not direct significant influent on customer satisfaction. Engagement and service oriented behavior are mediating variable between them. The results of this study also indicate that ethical leadership is an important effecting factor of employee satisfaction and affective commitment.