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How customer satisfaction affects employee satisfaction and retention in a professional services context
Frey, Regina Viola; Bayón, Tomás; Totzek, Dirk - In: Journal of service research : JSR 16 (2013) 4, pp. 503-517
Persistent link: https://www.econbiz.de/10010203516
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Perils of managing the service profit chain : the role of time lags and feedback loops
Evanschitzky, Heiner; Wangenheim, Florian von; … - In: Journal of retailing 88 (2012) 3, pp. 356-366
Persistent link: https://www.econbiz.de/10009622995
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Does the employee-customer satisfaction link hold for all employee groups?
Wangenheim, Florian von; Evanschitzky, Heiner; … - In: Journal of business research : JBR 60 (2007) 7, pp. 690-697
Persistent link: https://www.econbiz.de/10003484181
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Transformational leadership, high-performance work system consensus, and customer satisfaction
Weller, Ingo; Süß, Julian; Evanschitzky, Heiner; … - In: Journal of management 46 (2020) 8, pp. 1469-1497
Persistent link: https://www.econbiz.de/10012310208