The relationship between employee job satisfaction and key customer outcomes: A study among temporary workers.

This dissertation investigates the nature of the relationship that exists between job satisfaction among temporary workers and general customer perceptions of service quality, customer-based appraisal of specific service provider performance, and customers' future behavioral intentions concerning doing business with the firm in the future (e.g., to increase business, to recommend the organization to others, etc.). The Job Descriptive Index (JDI) and its related Job-in-General scale were used to measure employee satisfaction. SERVQUAL was used to gauge general customer perceptions of service quality. A 13-item battery derived from marketing literature was used to measure customer future behavioral intentions. The customer appraisal of service provider performance was based on performance appraisal literature.