Due to its practical importance, the relationship between customer satisfaction and frontline
employee (FLE) job satisfaction has received significant attention in the literature. Numerous …

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 …

A number of recent research studies have demonstrated the presence of a positive link
between customer‐contact employees' work satisfaction and customer satisfaction …

This study aims to examine whether the relationship between employee satisfaction (ES)
and customer satisfaction (CS) is bilateral or unilateral based on dyadic data. In addition, it …

Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to
differentiate themselves from their competitors. Delivering high levels of service quality …

In small-service settings, how do owner satisfaction, front-line employee satisfaction, and
customer satisfaction relate to one another? The authors use generalized exchange theory …

Previous research has shown that employee job satisfaction is a relevant factor in service
quality improvement. Employees who feel satisfied with their jobs provide higher levels of …

Purpose–This study aims to examine the multi‐faceted job satisfaction of retail employees.
In addition, it seeks to investigate the moderating effect of gender on the relations between …

While retention of highly qualified employees is vital for professional services firms, prior
research has largely neglected the role of customers as a driver of employee satisfaction …

Extant research provides valuable knowledge about how firms can satisfy their customers.
However, it is unclear how customers themselves contribute to their satisfaction. From a …