The Interdependence of Employee and Customer Satisfaction. An Analysis of Causes and Effects

      Аннотация: Revision with unchanged content. 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. This publication focuses on the following questions: 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? The target audience of this publication are decision makers in human resources departments and marketing departments, managers in customer oriented organisations, as well as researchers in the areas of economics and psychology.

Ключевые слова: employee satisfaction, job satisfaction, work satisfaction, customer satisfaction, Client Satisfaction, employee contentment, customer contentment, content and process theories, organisational behaviour, formal and informal interaction