Do Satisfied Employees Mean Satisfied Customers?

Abstract

The article presents a management research brief of the 2008 study "A Meta-analysis of relationships linking employee satisfaction to customer responses," by Steven Brown and Son Lam, investigating the correlations between customer satisfaction and employee satisfaction. Details are given outlining the methodology and results of several studies comparing scenarios and characteristics of customer satisfaction in response to perceived employee satisfaction. Particular aspects analyzed include whether or not the service was individual or relational, whether the object of the service was personal or objective, and the role of perception in evaluation.