Article Critique: the Relationship Between Employee Satisfaction and Customer Satisfaction
Introduction Jeon and Choi (2012) conducted an empirical study to examine whether or not there is a relationship between employee satisfaction and customer satisfaction. Due to previous studies conducted in the relationship between employees and customers, the authors felt that the use of indirect surveys provided inconclusive results.
The main focus of this study is to determine whether or not the relationship betrween employee satisfaction and customer satisfaction is bilateral or unilateral. The authors argued that behavior plays a crucial role in shaping of individuals’ perceptions and that individuals are, to some extent, shaped by others’ behavior. Therefore, based on the assumption that employee satisfaction is influenced by customers, they created two separate models to measure the results simultaneously.
Moreover, the authors argued that satisfied employees are more likely to be friendlier, more enthusiastic, and attentive towards customers (Beatty, Mayer, Coleman, Reynolds, and Lee, 1996; in Jeon and Choi, 2012). Emplyees are also influenced by other employees in reference to the concept of partner effect (Dolen, Lemmink, Ruyter, and Jong, 2002; in Jeon and Choi, 2012). The authors also mentioned that employees that are posibitive and feel good ultimately influence others around them to feel good as well. Therefore, they argued that employee job satisfaction is directly in relation to customers’ perceptions of service. (Schneider and Bowen, 1985; in Jeon and Choi, 2012)
According to the authors, happy and satisfied employees believe that they have the ability to deliver the best possible service to customers. In addition employees who are happy and have high levels of satisfaction are more likely to share that positive energy with customers. To be affective in this study, the authors devided the study in two different sections focusing on whether or not ES influences CS and vise versa. Therefore, in study 1, the authors developed the
The main focus of this study is to determine whether or not the relationship betrween employee satisfaction and customer satisfaction is bilateral or unilateral. The authors argued that behavior plays a crucial role in shaping of individuals’ perceptions and that individuals are, to some extent, shaped by others’ behavior. Therefore, based on the assumption that employee satisfaction is influenced by customers, they created two separate models to measure the results simultaneously.
Moreover, the authors argued that satisfied employees are more likely to be friendlier, more enthusiastic, and attentive towards customers (Beatty, Mayer, Coleman, Reynolds, and Lee, 1996; in Jeon and Choi, 2012). Emplyees are also influenced by other employees in reference to the concept of partner effect (Dolen, Lemmink, Ruyter, and Jong, 2002; in Jeon and Choi, 2012). The authors also mentioned that employees that are posibitive and feel good ultimately influence others around them to feel good as well. Therefore, they argued that employee job satisfaction is directly in relation to customers’ perceptions of service. (Schneider and Bowen, 1985; in Jeon and Choi, 2012)
According to the authors, happy and satisfied employees believe that they have the ability to deliver the best possible service to customers. In addition employees who are happy and have high levels of satisfaction are more likely to share that positive energy with customers. To be affective in this study, the authors devided the study in two different sections focusing on whether or not ES influences CS and vise versa. Therefore, in study 1, the authors developed the