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A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses

Steven P. Brown and Son K. Lam

Journal of Retailing, 2008, vol. 84, issue 3, 243-255

Abstract: The authors report a meta-analysis of relationships linking employee job satisfaction to customer satisfaction and perceived service quality in studies that correlate employee data with customer data. Overall, both relationships are positive and statistically and substantively significant. Moderator analyses show that service industry characteristics (relationship versus encounter, personal versus non-personal) and methodological characteristics (aggregated versus individual level of analysis, concurrent versus predictive survey) moderate these relationships. Estimation of a path analytic model using the aggregated data shows that customer-perceived service quality completely mediates the relationship between employee job satisfaction and customer satisfaction. Implications for research and practice are discussed.

Keywords: Employee satisfaction; Customer satisfaction; Service quality; Service-profit chain; Meta-analysis (search for similar items in EconPapers)
Date: 2008
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Handle: RePEc:eee:jouret:v:84:y:2008:i:3:p:243-255