Existing streams of literature in marketing and OB are integrated to synthesize a multilevel model that highlights the effect of employee job satisfaction on customer attitudes in a financial services context. This study of 157 bank employees and 531 customers demonstrated a significant effect of employee satisfaction on customer satisfaction and relational switching costs.
CITATION STYLE
Boukis, A., & Gounaris, S. (2015). Some Preliminary Evidence for the Effect of Employee Satisfaction on Relational Switching Costs. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 162–164). Springer Nature. https://doi.org/10.1007/978-3-319-10873-5_83
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