A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.
Zablah Alex R, Carlson Brad D, Donavan D Todd, +2 more·The Journal of applied psychology
Due to its practical importance, the relationship between customer satisfaction and frontline employee (FLE) job satisfaction has received significant attention in the literature. Numerous studies to date confirm that the constructs are related and rely on this empirical finding to infer support for the "inside-out" ef…