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
收藏
页码：4 / 9
页数：6
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