(PDF) The relationship between employee satisfaction and customer satisfaction
Measuring the satisfaction of both a company's employees and its customers reveals a direct correlation between the two. indirectly strengthens the association between customer satisfaction and their repurchase intentions. satisfaction at the expense of employee satisfaction ( e.g. 1. The Relationship between Employee Satisfaction, Customer Satisfaction, and. Financial Performance: An Examination in the Japanese Hospitality Industry.
The notion of reciprocity suggests that when employees perceive fair treatment from the organization, they respond by delivering high quality service to their customers.
Empirical studies also suggest that fairness perceptions affect job satisfaction, which, in turn, positively affect job performance Dubinsky and Levy, ; Livingstone et al. Based on these principles, this study predicts employees who perceive fairness via appropriate rewards at the workplace are more willing to deliver high level of services in interaction with customers and this, in turn, increase customer satisfaction.
Perceived fairness in reward allocation moderates the ES-CS relationship: The path-goal theory also suggests job satisfaction is highly related to leadership support Brown and Peterson, ; Podsakoff and Hui, According to Ilies and Scottincreased satisfaction causes employees to engage in behaviors which could be critical for organizational success as long as their personal goals are aligned with organizational support.
Thus, this study posits that employees with high perceptions of leadership support deliver a higher quality of customer service, and this will also enhance customer satisfaction.
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For this reason, the following hypothesis is proposed: Supervisory support moderates the ES-CS relationship: Perceived fairness in relation with reward allocation was measured by use of 3 scales from Netemeyer et al. This study measured supervisory support by adapting 4 items proposed by Netemeyer et al.
How Employee Satisfaction Drives Customer Satisfaction
Figure 2 explains our research schemes in this study. Results The reliability of the constructs is reported in Table VI. We have mentioned before how important customer satisfaction is, so if you feel like you are doing everything right without the expected results, perhaps your employees' happiness and involvement is the missing piece to the puzzle of success.
A business's efforts can so easily be ruined by a general bad social climat within the company, you need to insure everything is going okay from within by defining a fine-tuned strategy. Lack of personal or professional satisfaction with an employer will result in lack of incentive to help the company present itself in the best possible manner The research suggests that if a company wants to ensure customers receive superior service, it must foremost provide a high level of service to employees and empower them.
How to become customer-centric by ending each day like this.
Managers must actively work to create an environment in which employees feel committed and recognized for their efforts to help a company meets its goals. In fact, a company that is, or would like to be, deeply committed to customer satisfaction would benefit from extending the same courtesies to its employees: Make trust and loyalty an ongoing top priority.
The Connection Between Employee Satisfaction and Customer Satisfaction | Global CTI
Clearly and consistently articulate its commitment to making employees feel valued. Recognize that high levels of turnover will have a debilitating financial impact on the company hiring expenses, training labor, productivity loss, etc. Keep in mind you are on the same journey with your employees and by creating a good working environement, you will diminish employee stress levels, developp a team working spirit but also autonomy and many other positive impacts.The link between Employee Engagement & Customer Satisfaction
Employee Satisfaction Survey is a perfect tool The best way to improve employee satisfaction and engagement is through communication, you need to understand what your employees expect and need from you, but also what their concerns are, how attached they are to the company or not and why so. The same way you seek knowledge of your customers, you should seek knowledge of your employees, because they are the ones that will have the most direct impact on your customers.
An employee satisfaction survey, for example, can communicate to employees that a company cares and wants to help them perform as well as possible their job duties.
Here are some general questions which might be worth asking: Do they feel recognized by their superiors?