FRONTLINE EMPLOYEE SATISFACTION: IS IT ESSENTIAL FOR CUSTOMER SATISFACTION?

Kearney, T ORCID: 0000-0002-4655-3749, Coughlan, J and Kennedy, A (2014) FRONTLINE EMPLOYEE SATISFACTION: IS IT ESSENTIAL FOR CUSTOMER SATISFACTION? In: Proceedings of the American Marketing Association (AMA) Conference, 2014-2-21 - 2014-2-23, Orlando, USA.

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Abstract

This research investigates the influence of frontline Employee Satisfaction on Customer Satisfaction in a utilitarian service environment by using the established Service Profit Chain (SPC) framework, the satisfaction mirror (Heskett et al. 1997) and insights from the Organisational Behaviour literature (Snipes et al. 2005). The ES-CS link is investigated using matching dyadic data in order to gain a deeper insight into the topic. This method accounts for the limitations of previous studies that used data from a single source (Homburg and Stock 2004). Furthermore since past research focussed on hedonic environments (Homburg et al. 2009; Jeon and Choi 2012) then a utilitarian service was chosen to see if the results from hedonic environments could be replicated in a different context. Grocery retail stores were chosen to test the proposed ES-CS link because although predominantly utilitarian in nature, customers spend significant amount of time in the retail environment carrying out shopping tasks, when compared to other utilitarian environments.

Item Type:	Conference or Workshop Item (Paper)
Depositing User:	Symplectic Admin
Date Deposited:	23 Sep 2015 08:20
Last Modified:	16 Dec 2022 04:43
URI:	https://livrepository.liverpool.ac.uk/id/eprint/2025145