In the last years, organisations have invested considerable resources into programs that enhance the satisfaction of their personnel. The implicit proposition underlying these activities is that content employees lead to content clients.
Employee satisfaction is expected to result in better working performance including politeness, positive non-verbal behaviour, respect, and cooperativeness in the employee-customer interaction. In the interaction process customers may affect the satisfaction of employees.
- Is there an influence of customer satisfaction on employee satisfaction?
- Does employee satisfaction have an impact on customer satisfaction?
- Is there an interrelation between customer satisfaction and employee satisfaction?