Does the employee–customer satisfaction link hold for all employee groups?
Year of publication: |
2006-04-01
|
---|---|
Authors: | Wangenheim, Florian v. ; Evanschitzky, Heiner ; Wunderlich, Maren |
Institutions: | TU <München> / Lehrstuhl für Dienstleistungs- und Technologiemarketing |
Published in: | |
Subject: | Verbraucherzufriedenheit | customer satisfaction | Arbeitszufriedenheit | job satisfaction | Entrepreneurship | Corporate Social Responsibility |
- 1. Introduction
- 2. Theoretical background
- 2.1. Attraction-selection-model
- 2.2. Balance theory
- 2.3. Emotional contagion
- 2.4. Synthesis
- 3. Empirical study
- 3.1. Dataset and sample
- 3.2. Measurement of constructs
- 4. Data analysis and results
- 5. Discussion
- 5.1. Implications for research
- 5.2. Implications for management
- 6. Limitations and future research
- References
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Beckmann, Markus, (2009)
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Beckmann, Markus, (2009)
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Beckmann, Markus, (2009)
- More ...
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Does the employee-customer satisfaction link hold for all employee groups?
Wangenheim, Florian v., (2007)
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Does the employee–customer satisfaction link hold for all employee groups?
Wangenheim, Florian v., (2007)
-
Does the employee-customer satisfaction link hold for all employee groups?
Wangenheim, Florian von, (2007)
- More ...