Meta-analytic of the relationship between employee job satisfaction and customer satisfaction

被引：9

作者：

Leon Mendoza, Marlena ^{[1
]}

Ortega Maldonado, Carlos ^{[1
]}

机构：

[1] Univ Espiritu Santo, Guayaquil, Ecuador

来源：

SUMA DE NEGOCIOS | 2014年 / 5卷 / 11期

关键词：

employee job satisfaction; customer satisfaction; service context; service-profit chain; service climate;

D O I：

10.1016/S2215-910X(14)70014-X

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

A meta -analysis of the relationship between employee job satisfaction and customer satisfaction was conducted. This analysis produced statistically significant correlation for this relationship. Results suggest that the service context is a moderator of the employee job satisfaction - customer satisfaction relationship in a way that in personal services this correlation is stronger than in non-personal services. Some implications for future research are presented.

引用

页码：4 / 9

页数：6

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