Gerpott, Torsten J.; Paukert, Mathias - In: Zeitschrift für Personalforschung : ZfP 25 (2011) 1, pp. 28-54
customer satisfaction for a total of 52,966 corporate sector employees. Overall, the sample size-weighted and measurement error … corrected mean correlation between employee satisfaction (ES) and customer satisfaction (CS) amounted to 0.32. Meta … identification of moderators of this link. -- balance theory ; customer satisfaction ; emotional contagion ; employee job …