scholarly journals Meta-analytic of the relationship between employee job satisfaction and customer satisfaction

2014 ◽  
Vol 5 (11) ◽  
pp. 4-9 ◽  
Author(s):  
Marlena León Mendoza ◽  
Carlos Ortega Maldonado
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Employee Job Satisfaction ◽  
The Relationship

Linking Job Satisfaction and Customer Satisfaction in the Cruise Industry: Implications for Hospitality and Travel Organizations

1998 ◽  
Vol 22 (1) ◽  
pp. 4-14 ◽  
Author(s):  
Mark R. Testa ◽  
Cindy Skaruppa ◽  
Dale Pietrzak
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Latent Variables ◽  
Direct Relationship ◽  
Service Industries ◽  
Future Research ◽  
Cruise Industry ◽  
Employee Job Satisfaction ◽  
New Methods ◽  
The Relationship

Service quality and customer satisfaction are vital concerns in service industries, particularly in the cruise industry. As such, the development of new methods for improving both is essential. A model of attitudes, intentions, and behaviors proposed by Bagozzi and refined by Schmit and Allscheid was tested to determine if employee job satisfaction and customer satisfaction were related constructs in the cruise industry. The hypothesized model did not account for the relationship between the measured and latent variables; however, a direct relationship between employee job satisfaction and customer satisfaction was found to exist (R2 = . 30). Implications for hospitality and travel organizations are discussed, and recommendations are made for future research.

Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction

2015 ◽  
Vol 29 (1) ◽  
pp. 71-80 ◽  
Author(s):  
Won-Moo Hur ◽  
Tae-Won Moon ◽  
Yeon Sung Jung
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Employee Job Satisfaction ◽  
Regulation Strategies ◽  
The Relationship

Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach – Structural equation modeling analyses partially support for our hypotheses from 282 dyadic survey data [i.e. service interactions customers (seniors) and service employees (caregivers)] from a home caregiver firm in South Korea. Findings – The results of our study found that employee’s emotional regulation strategies of deep acting and surface acting differentially affect customer satisfaction, and that employee’s job satisfaction mediates the relationship between employee’s emotional regulation strategies and customer satisfaction. More specifically, the relationship between surface acting and customer satisfaction is fully mediated by employee’s job satisfaction, whereas the relationship between deep acting and customer satisfaction is partially mediated by employee’s job satisfaction. Originality/value – Our study is the first to provide an empirical test of how employee job satisfaction mediates the relationship between employee emotional labor and customer satisfaction in service interactions. This research sheds light on the crucial role of employee job satisfaction that can be an important consideration to boost service quality and customer satisfaction by facilitating employee emotional labor.

scholarly journals HUBUNGAN KOMITMEN ORGANISASI DAN IKLIM ORGANISASI DENGAN KEPUASAN KERJA KARYAWAN RUMAH SAKIT SWASTA ISLAM MALANG

2013 ◽  
Vol 1 (2) ◽  
Author(s):  
Nurul Asfiah
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Organizational Climate ◽  
Employee Job Satisfaction ◽  
Job Satisfactions ◽  
High Level ◽  
The Relationship ◽  
Research Show

Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah MalangE-mail: [email protected] aims of research are to know the condition and to examine the relationship between organizationalcommitment and climate to the employee’ job satisfactions. The research was conducted in IslamicPrivate Hospital Malang and include 140 peoples as respondents. Questionnaires used as an instrumentfor collecting data. The analyses method uses Rank scale and product moment correlation. Theresults of research show that the organizational commitment is in good conditions as well as organizationalclimate. Whereas, the conditions of employee’ job satisfaction is in the high level satisfied. Basedon the product moment show that the relationship between both organizational commitment and climateto the employee’ job satisfaction are in the strong level. It means that all employees in Islamic PrivateHospital are having strong organizational commitment and feeling satisfaction when they are working.It is also the organizational climate, it supports to make employee enjoy their working.Keywords: organizational commitment and organizational climate, employee’ job satisfaction, IslamicPrivate Hospital Malang.

scholarly journals The Relationship between Reward, Work Discipline, Motivation and Employee Job Satisfaction among Employees of Inews Tv Padang, Indonesia

2019 ◽  
Vol 8 (2S9) ◽  
pp. 491-494
Keyword(s):  
Job Satisfaction ◽  
Factor Analysis ◽  
Exploratory Factor Analysis ◽  
Employee Job Satisfaction ◽  
Several Variables ◽  
Reward Motivation ◽  
The Relationship

This study aims to analyze the influence of reward, motivation and discipline to employee job satisfaction. The sample of this research is 15 employees of iNews TV. Exploratory factor analysis aims to confirm the structure of factors that underlie independent predictors with each other. The results of this study explain that reward, motivation and work discipline affect job satisfaction reward, motivation and work discipline affect job satisfaction. Of the several variables that affect job satisfaction, the work discipline variables that provide the greatest contribution to satisfaction.Company management is expected to pay attention to variable work discipline employees to support the achievement of job satisfaction

The Relationship between Information Technology Adoption and Job Satisfaction in the Jordanian Construction Industry

2012 ◽  
pp. 199-219 ◽  
Author(s):  
Rateb Sweis ◽  
Ghaleb Sweis ◽  
Ghalia Attar ◽  
Ayman Abu Hammad
Keyword(s):  
Job Satisfaction ◽  
Information Technology ◽  
Regression Analysis ◽  
Construction Industry ◽  
Descriptive Statistics ◽  
It Adoption ◽  
Information Technology Adoption ◽  
Construction Companies ◽  
Employee Job Satisfaction ◽  
The Relationship

Despite the popularity of Information Technology and job satisfaction research, little empirical evidence exists of the relationship between IT adoption and job satisfaction within the Jordanian construction industry. This research fills these knowledge gaps by exploring the relationship between IT adoption and job satisfaction from the perspective of construction companies, contractors, consultants, and architectural and engineering firms in Jordan. Measures were developed using MSQ and IT Barometer surveys. Three hundred questionnaires were distributed to investigate this relationship among different companies from the Jordanian construction sector. Descriptive statistics were obtained and hypotheses were tested using multiple regression analysis. Results show that more investment in technology would increase employee job satisfaction regarding intrinsic, extrinsic, and general perspectives.

Are Transformational Leaders a Double-Edged Sword? Impact of Transformational Leadership on Sport Employee Commitment and Job Satisfaction

2012 ◽  
Vol 7 (4) ◽  
pp. 661-676 ◽  
Author(s):  
Seungmo Kim ◽  
Marshall Magnusen ◽  
Damon Andrew ◽  
Jennifer Stoll
Keyword(s):  
Job Satisfaction ◽  
Transformational Leadership ◽  
Employee Commitment ◽  
Transformational Leaders ◽  
Athletic Department ◽  
Individual Level ◽  
Employee Job Satisfaction ◽  
Mediated Effects ◽  
The Relationship ◽  
Satisfaction Relationship

Few areas have received more frequent scholarly attention in the business literature than leadership. However, insufficient attention had been paid to the study of leadership in a sport context. Therefore, this study examined the direct effects of transformational leadership on sport employee job satisfaction and levels of commitment (to the athletic department and athletic director). Also examined were the mediated effects of both commitment foci on the relationship between transformational leadership and job satisfaction. Participants included 325 athletic department employees in a NCAA BCS football conference. Through CFA and SEM, the direct and mediated effects of transformational leadership on sport employee commitment and job satisfaction were explored. Limited support was found for a direct effect of transformational leadership on job satisfaction. However, the results indicated support for transformational leadership directly influencing organizational- and individual-level commitment. Commitment to the athletic department also mediated the transformational leadership-job satisfaction relationship.

scholarly journals Psychological empowerment and employee attitudinal outcomes

2019 ◽  
Vol 42 (7) ◽  
pp. 797-817
Author(s):  
Tazeem Ali Shah ◽  
Mohammad Nisar Khattak ◽  
Roxanne Zolin ◽  
Syed Zulfiqar Ali Shah
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Turnover Intention ◽  
Employee Satisfaction ◽  
Psychological Capital ◽  
Psychological Empowerment ◽  
Content Type ◽  
Employee Job Satisfaction ◽  
The Impact ◽  
The Relationship

Purpose The main purpose of this paper is to examine the mediating role of psychological capital in the relationship between perceived psychological empowerment and employee satisfaction, normative organizational commitment and turnover intentions. Design/methodology/approach To test the proposed research model, the authors collected field data from seven telecommunication companies located in the Islamabad Capital Territory of Pakistan. Through a two-wave data collection design, a total of 411 participants reported their perceptions about psychological empowerment and psychological capital at Time 1 and their job satisfaction, normative organizational commitment and turnover intention at Time 2. Findings Results supported the hypothesized relationships, showing that psychological capital fully mediates the relationship between perceived psychological empowerment and employee job satisfaction, normative organizational commitment and turnover intention. Research limitations/implications This study relied on cross-sectional data, which does not fully satisfy the conditions of establishing causality. Practical implications Results of this study will help organizations and practitioners to understand the importance of psychological empowerment and psychological capital and how they positively influence organizational performance, including employee job satisfaction, normative organizational commitment and turnover intention. Originality/value Drawing upon the self-determination theory of Deci and Ryan (2000), this study contributes to organizational behaviour literature by proposing and testing psychological capital as an underlying mechanism that can explain the impact of psychological empowerment on employee satisfaction, normative organizational commitment and turnover intention.

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