TITLE

Do Satisfied Employees Mean Satisfied Customers?

AUTHOR(S)
Culbertson, Satoris S.
PUB. DATE
February 2009
SOURCE
Academy of Management Perspectives;Feb2009, Vol. 23 Issue 1, p76
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The article presents a management research brief of the 2008 study "A Meta-analysis of relationships linking employee satisfaction to customer responses," by Steven Brown and Son Lam, investigating the correlations between customer satisfaction and employee satisfaction. Details are given outlining the methodology and results of several studies comparing scenarios and characteristics of customer satisfaction in response to perceived employee satisfaction. Particular aspects analyzed include whether or not the service was individual or relational, whether the object of the service was personal or objective, and the role of perception in evaluation.
ACCESSION #
37008005

 

Related Articles

  • A HOT, STEAMING CUP OF CUSTOMER AWARENESS. Lustgarten, Abrahm // Fortune;11/15/2004, Vol. 150 Issue 10, p192 

    The article discusses how entrepreneur Howard Schultz made Starbucks popular after buying the company in 1987. Schultz, who bought Starbucks in 1987 when it was a tiny Seattle roastery, loves nothing more than talking about the importance of a finely tuned "customer experience." Managing that...

  • Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine Metaanalyse.  // Zeitschrift für Personalforschung;2011, Vol. 25 Issue 1, p28 

    No abstract available.

  • Employee Satisfaction - Customer Satisfaction Link: A Literature Review of Theoretical Explanations. Bhaskar, Shilpa Sharma; Khera, Shikha N. // Interdisciplinary Journal of Contemporary Research in Business;Mar2013, Vol. 4 Issue 11, p626 

    The aim of this paper is to provide a literature review of all theories supporting employee satisfaction-customer satisfaction link undertaken in the research in the field of behaviour, psychology, neurology, and service management. The purpose especially is to provide comprehensive theoretical...

  • THE INSEPARABLE EMPLOYEE AND CUSTOMER SATISFACTION. Self, Bill // Services Revenue;2004, Vol. 2 Issue 3, p1 

    Emphasizes the link between customer satisfaction and service employee satisfaction. Importance of the link for service companies; Information on the experience of travelers who travel on board Southwest Airlines; Explanation given by Bill Self of The Leadership Factor Ltd. on the link between...

  • The Relationship Between Counselor Job Satisfaction and Consumer Satisfaction in Vocational Rehabilitation. Capella, Michele E.; Andrew, Jason D. // Rehabilitation Counseling Bulletin;Summer2004, Vol. 47 Issue 4, p205 

    This study investigated the relationship between the job satisfaction of counselors employed by a state vocational rehabilitation (VR) agency and the satisfaction of their consumers with both the counselor and the overall VR experience. Multiple regression was used to determine whether facets of...

  • Is everybody happy? Not quite. Dolliver, Mark // Adweek Eastern Edition;10/20/1997, Vol. 38 Issue 42, p24 

    Reveals results of a survey on job satisfaction conducted among corporate-communication officers in the United States. Rating on employee morale; Internet as part of a company's communications programs.

  • What's The Climate In Your Office?  // Successful Supervisor;Nov2010, Vol. 15 Issue 10, p7 

    The article focuses on how to measure employee satisfaction with their company through either a climate survey or an online survey.

  • Uplifting Employees. Woodward, Nancy Hatch // HR Magazine;Aug2007, Vol. 52 Issue 8, p81 

    The article reports on the findings of a February 2007 Conference Board survey which revealed low levels of employee job satisfaction in the U.S. According to the survey, less than half of all people in the U.S. say they are satisfied with their jobs, down from 61 percent 20 years ago. The...

  • A Meta-Analysis of the Relationships Between Individual Job Satisfaction and Individual Performance. Petty, M. M.; McGee, Gail W.; Cavender, Jerry W. // Academy of Management Review;Oct84, Vol. 9 Issue 4, p712 

    The correlational literature concerning the relationships between individual job satisfaction and individual performance was analyzed, using the meta-analysis techniques of Hunter, Schmidt, and Jackson (1982). Higher and more consistent correlations between overall job satisfaction and...

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics