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Title: A Reexamination of the Significance of Employee Job Satisfaction in Customer Satisfaction in the Service Sector

Authors: Robin Snipes

Addresses: Author address listing can be found in the "About the Authors" section at the end of the article.

Abstract: Past research has shown that a number of organizational and human resources practices can positively affect customer attitudes about service quality. The present study investigates the effect of employee attitudes on customer satisfaction at the individual employee level of analysis in one service industry: higher education. The use of the faculty-student setting allowed this study to be among the first to empirically link the perceptions of both groups (employees and customers) at the individual level of analysis. Results suggest that employee job satisfaction has a significant effect on service quality perceptions in this industry.

Keywords: Customer satisfaction; employee attitudes; service quality; human resources; service sector; higher education.

DOI: 10.1504/JBM.2000.141060

Journal of Business and Management, 2000 Vol.7 No.1, pp.41 - 70

Published online: 05 Sep 2024 *