The relationship between employee satisfaction and customer satisfaction

The relationship between employee satisfaction and customer satisfaction Purpose – This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition, it seeks to examine the role of moderating variables which have incremental impacts on this link. Design/methodology/approach – The authors conducted an empirical test on this relationship in an educational service context. Structural equation modeling was employed to test the hypotheses. Findings – Results indicate that employee satisfaction leads to CS but CS did not affect ES, which suggests that the relationship between ES and CS is unilateral rather than bilateral. The findings also demonstrate that the dispositional variables (i.e. self efficacy, cooperative orientation) moderate the impact of ES on CS. Research limitations/implications – This study provided theoretical implications for the ES‐CS relationship. Practical implications – This finding suggests that top level management in the service industry must take an active role in recruiting employees who are confident in their abilities and who display pro‐social dispositions. Originality/value – The linkage between ES and CS has been previously examined but the findings have been inconsistent. The authors used dyadic data to investigate the relationship between ES and CS and found the influence of ES on CS but not vice versa. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

The relationship between employee satisfaction and customer satisfaction

Journal of Services Marketing, Volume 26 (5): 10 – Jul 27, 2012

Loading next page...
 
/lp/emerald-publishing/the-relationship-between-employee-satisfaction-and-customer-VMhcC7GG03
Publisher
Emerald Publishing
Copyright
Copyright © 2012 Emerald Group Publishing Limited. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876041211245236
Publisher site
See Article on Publisher Site

Abstract

Purpose – This study aims to examine whether the relationship between employee satisfaction (ES) and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition, it seeks to examine the role of moderating variables which have incremental impacts on this link. Design/methodology/approach – The authors conducted an empirical test on this relationship in an educational service context. Structural equation modeling was employed to test the hypotheses. Findings – Results indicate that employee satisfaction leads to CS but CS did not affect ES, which suggests that the relationship between ES and CS is unilateral rather than bilateral. The findings also demonstrate that the dispositional variables (i.e. self efficacy, cooperative orientation) moderate the impact of ES on CS. Research limitations/implications – This study provided theoretical implications for the ES‐CS relationship. Practical implications – This finding suggests that top level management in the service industry must take an active role in recruiting employees who are confident in their abilities and who display pro‐social dispositions. Originality/value – The linkage between ES and CS has been previously examined but the findings have been inconsistent. The authors used dyadic data to investigate the relationship between ES and CS and found the influence of ES on CS but not vice versa.

Journal

Journal of Services MarketingEmerald Publishing

Published: Jul 27, 2012

Keywords: Employee satisfaction; Customer satisfaction; Self efficacy; Cooperative orientation; Perceived fairness; Supervisory support; Employees; Customers

References

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off