2004
DOI: 10.1177/0092070303261415
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The Link Between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis

Abstract: Although it has frequently been argued that the job satisfaction of a company’s employees is an important driver of customer satisfaction, systematic research exploring this link is scarce. The present study investigates this relationship for salespeople in a business-to-business context. The theoretical justification for a positive impact of salespeople’s job satisfaction on customer satisfaction is based on the concept of emotional contagion. The analysis is based on a dyadic data set that involves judgments… Show more

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Cited by 368 publications
(302 citation statements)
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References 82 publications
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“…Homburg and Stock (2004) Empirical study of 164 dyadic cases in a business-to-business context Employee Customer…”
Section: Suppliermentioning
confidence: 99%
“…Homburg and Stock (2004) Empirical study of 164 dyadic cases in a business-to-business context Employee Customer…”
Section: Suppliermentioning
confidence: 99%
“…Consumer satisfaction is one of the most widely studied constructs in marketing research (see e.g., Homburg and Stock 2004) and is described as a consumer's affective evaluation of a product or service. Consumer satisfaction is also frequently described as the extent to which the chosen product meets or exceeds consumer expectations.…”
Section: Product Intelligence Innovation Attributes and Consumer Satmentioning
confidence: 99%
“…28 From Table 3 , it is clear that all items relate strongly to the constructs and are close to one. For each construct (factor), the individual items are highly loaded, exceeding 0.5.…”
Section: Measurement Validationmentioning
confidence: 89%
“…It is defi ned as a cumulative construct comprising satisfaction with specifi c components like products and services of an organisation and satisfaction with various aspects of a fi rm such as facilities, people or technology. 28 The construct is based on ' an overall evaluation of the total purchase and experience with a good or a service over time ' defi ned by Anderson et al . 29 The component attitudes has been linked to different aspects of the service offering as expressed in items A1 -A3 (see Table 2 ).…”
Section: Measuring the Constructsmentioning
confidence: 99%