Resumo

LEON MENDOZA, Marlena  e  ORTEGA MALDONADO, Carlos. Meta-analytic of the relationship between employee job satisfaction and customer satisfaction. suma neg. [online]. 2014, vol.5, n.spe11, pp.4-9. ISSN 2215-910X.  https://doi.org/10.1016/s2215-910x(14)70014-x.

A meta-analysis of the relationship between employee job satisfaction and customer satisfaction was conducted. This analysis produced statistically significant correlation for this relationship. Results suggest that the service context is a moderator of the employee job satisfaction - customer satisfaction relationship in a way that in personal services this correlation is stronger than in non-personal services. Some implications for future research are presented.

Palavras-chave : employee job satisfaction; customer satisfaction; service context; service-profit chain; service climate.

        · resumo em Espanhol     · texto em Inglês     · Inglês ( pdf )