Putting the customer second

Abstract

Purpose

Two studies examined the relationship between employee satisfaction and customer satisfaction in two service organizations.

Design/methodology/approach

Employee satisfaction and customer satisfaction data were gathered separately and aggregated to branch or store level measures.

Findings

The data indicated generally positive and statistically significant relationships between employee satisfaction and customer satisfaction. Customers reported greater service satisfaction with branches or stores whose employees indicated higher levels of work and employees' satisfaction.

Originality/value

Implications for the delivery of high quality customer service are offered.

Citation

Burke, R.J., Graham, J. and Smith, F.J. (2005), "Putting the customer second", The TQM Magazine, Vol. 17 No. 1, pp. 85-91. https://doi.org/10.1108/09544780510573075