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Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction

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1989LISREL 7 : a guide to the program and applications3,777 cited

Cited by

2006Assessing asymmetric effects in the formation of employee satisfaction174 cited
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2007Does the employee–customer satisfaction link hold for all employee groups?137 cited
2020Linking employee loyalty with job satisfaction using PLS–SEM modelling135 cited
2008If employees “go the extra mile,” do customers reciprocate with similar behavior?125 cited
2010How does product program innovativeness affect customer satisfaction? A comparison of goods and services122 cited
2007Organizational identification as a determinant of customer orientation in service organizations121 cited
2010How Employer and Employee Satisfaction Affect Customer Satisfaction: An Application to Franchise Services120 cited
2016The effect of employer brand dimensions on job satisfaction: gender as a moderator117 cited
2009Does Customer Orientation Impact Objective Sales Performance? Insights from a Longitudinal Model in Direct Selling112 cited
2016A cross-lagged test of the association between customer satisfaction and employee job satisfaction in a relational context.110 cited
2017Idiosyncratic service experiences: When customers desire the extraordinary in a service encounter106 cited
2013How Customer Satisfaction Affects Employee Satisfaction and Retention in a Professional Services Context97 cited
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