Does the employee–customer satisfaction link hold for all employee groups?

Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to differentiate themselves from their competitors.Delivering high levels of service quality becomes crucial for long-term success. Since customers' perception of service quality depends very muchon the interaction between the customer and the employee, this study analyzes the link between employee and customer satisfaction in more detail.Moreover, based on three different theories that prior research has used, it investigates whether or not the level of customer contact is adeterminant of the existence or the intensity of the employee–customer satisfaction link.[...] [Florian v. Wangenheim, Heiner Evanschitzky, Maren Wunderlich