TY  - JOUR
AB  - Purpose– Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.Design/methodology/approach– Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures.Findings– The data indicated generally positive and statistically significant relationships between employee satisfaction and customer satisfaction. Customers reported greater service satisfaction with branches or stores whose employees indicated higher levels of work and employees' satisfaction.Originality/value– Implications for the delivery of high quality customer service are offered.
VL  - 17
IS  - 1
SN  - 0954-478X
DO  - 10.1108/09544780510573075
UR  - https://doi.org/10.1108/09544780510573075
AU  - Burke Ronald J.
AU  - Graham James
AU  - Smith Frank J.
PY  - 2005
Y1  - 2005/01/01
TI  - Putting the customer second
T2  - The TQM Magazine
PB  - Emerald Group Publishing Limited
SP  - 85
EP  - 91
Y2  - 2024/04/24
ER  -