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Cited by 456

The DOI matches its Crossref record; 22 of the 22 references it cites were found in a registry or an index.

The impact of employee satisfaction on quality and profitability in high‐contact service industries

Yee, Rachel W.Y., Yeung, Andy C.L., Cheng, T.C. Edwin·2008·Journal of Operations Management
DOI 10.1016/j.jom.2008.01.001
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Abstract

The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high‐contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability. Using structural equations modeling, we found that employee satisfaction is significantly related to service quality and to customer satisfaction, while the latter in turn influences firm profitability. We also found that firm profitability has a moderate non‐recursive effect on employee satisfaction, leading to a “satisfaction–quality–profit cycle”. Our empirical investigation suggests that employee satisfaction is an important consideration for operations managers to boost service quality and customer satisfaction. We provide empirical evidence that employee satisfaction plays a significant role in enhancing the operational performance of organizations in the high‐contact service sector.

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Metadata

Authors
Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E.
Venue
Journal of Operations Management
Publisher
Wiley
Published
2008-02-02
Volume
26
Issue
5
Pages
651-668
ISSN
  • 0272-6963 (ISSN-L)
  • 1873-1317
DOI
10.1016/j.jom.2008.01.001
OpenAlex
W2136138657
Cited by
456
References
22
FWCI
26.69
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: The impact of employee satisfaction on quality and profitability in high‐contact service industries. https://app.cochat.ai/papers/10.1016/j.jom.2008.01.001
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Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (2008). The impact of employee satisfaction on quality and profitability in high‐contact service industries. Journal of Operations Management. https://doi.org/10.1016/j.jom.2008.01.001

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.