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Adrian Furnham

A chapter in Head & Heart Management, 2008, pp 108-109 from Palgrave Macmillan

Abstract: Abstract Since the early 1990s there has been good evidence of a positive link between the work satisfaction rating of employees who have customer contact, and customer satisfaction. Happy employees are nicer to customers, who are then more satisfied with the service they receive. So companies have invested in programs and processes that monitor (and, they hope, increase) employee satisfaction.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-59831-7_39

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DOI: 10.1057/9780230598317_39

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