2005
DOI: 10.1016/j.jbusres.2004.03.007
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The effects of specific job satisfaction facets on customer perceptions of service quality: an employee-level analysis

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Cited by 194 publications
(167 citation statements)
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References 58 publications
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“…In doing so, they create higher levels of employee satisfaction which in turn, leads to higher employee loyalty (Schlesinger and Heskett 1991a, b). Snipes et al (2005) also found that job satisfaction has a significant positive impact on internal service quality. Similarly, according to Hartline and Ferrell (1996) employees' job satisfaction is needed to produce customer perceptions of service quality.…”
Section: The Satisfaction-based Path Of the Service Profit Chainmentioning
confidence: 84%
“…In doing so, they create higher levels of employee satisfaction which in turn, leads to higher employee loyalty (Schlesinger and Heskett 1991a, b). Snipes et al (2005) also found that job satisfaction has a significant positive impact on internal service quality. Similarly, according to Hartline and Ferrell (1996) employees' job satisfaction is needed to produce customer perceptions of service quality.…”
Section: The Satisfaction-based Path Of the Service Profit Chainmentioning
confidence: 84%
“…Aspects of consumer satisfaction were strongly influenced by the interaction between employees and customers. Satisfied employees will tend to be more productive, provide better service to customers ( Schlesinger & Heskett, 1991;Heskett et al, 1997;Vilares & Coelho, 2003;Snipes et al, 2005). However, empirically also gives the diverse view.…”
Section: Organizational Learning Culture Employee's Job Satisfactionmentioning
confidence: 99%
“…Strengthening theconcept ofempowermentis derivedfromalienation.It isproposedformof participation (Wilkinson, 1998) and refers tothe extent to whichemployees areencouraged to takea firm decision, withoutconsultationwiththeir managerssothat the organizationaldynamicsinitiated atthe bottom (Michailova, 2002 (Snipes et al, 2005). The authorization of worker covers an extensive circle of schedule activities and the mode the authorization activities are undertaken according to its inside that were grown, it is linked to satisfaction of employees that they will get.…”
Section: Employee Empowermentmentioning
confidence: 99%