Journal Article10.1016/J.JRETAI.2008.06.001
A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses
Steven P. Brown,Son K. Lam +1 more
428
TL;DR: In this article, 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 was conducted, concluding that both relationships are positive and statistically and substantively significant.
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About: This article is published in Journal of Retailing. The article was published on 01 Sep 2008. The article focuses on the topics: Customer satisfaction & Customer delight.
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