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.
read more
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.
read more
Chat with Paper
AI Agents for this Paper
Find similar papers on Google Scholar, PubMed and Arxiv
Write a critical review of this paper
Analyze citations of this paper to find unaddressed research gaps
Citations
Customer Experience Management in Retailing: An Organizing Framework
TL;DR: In this article, the role of macro factors in the retail environment and how they can shape customer experiences and behaviors are identified which should result in higher customer satisfaction, more frequent shopping visits, larger wallet shares, and higher profits.
1K
Happiness at work.
TL;DR: A review of the definition, causes and consequences of happiness at work can be found in this paper, where the authors also draw on insights from the expanding positive psychology literature on happiness in general.
997
Job attitudes, job satisfaction, and job affect: A century of continuity and of change.
TL;DR: This review of research on job attitudes addresses a rich panoply of topics related to the daily flow of affect, the complexity of personal motives and dispositions, and the complex interplay of attitude objects and motivation in shaping behavior.
543
The validity of the SERVQUAL and SERVPERF scales: A meta‐analytic view of 17 years of research across five continents
TL;DR: In this article, the difference between SERVQUAL and SERVPERF's predictive validity of service quality was investigated, and the authors investigated the difference in the difference among SERVQUal and SERVERERF in terms of their predictive validity.
448
Flexible Working and Performance: A Systematic Review of the Evidence for a Business Case
TL;DR: In this article, the authors reviewed the literature on the link between flexible working arrangements and performance-related outcomes and found that the evidence fails to demonstrate a business case for the use of flexible working arrangement.
References
Classifying Services to Gain Strategic Marketing Insights
TL;DR: In this paper, the authors argue for a focus on marketing practice in service organizations, arguing that the diversity of the service sector makes it difficult to come up with managerially useful generalizations concerning marketing practice.
2.1K
Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis
TL;DR: In this article, the authors synthesize relationship marketing empirical research in a meta-analytic framework and show that relationship investment has a large, direct effect on seller objective performance, which implies that additional meditated pathways may explain the impact of relationship marketing on performance.
Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model
TL;DR: Results indicated that the model in which the foundation issues yielded aClimate for service, and climate for service in turn led to customer perceptions of service quality, fit the data well, however, subsequent cross-lagged analyses revealed the presence of a reciprocal effect for climate and customer perceptions.
1.8K