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Cited by 394Customer Service Quality and LoyaltyJob Satisfaction and Organizational BehaviorEmployee Performance and Motivation

A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses

Brown, Steven P., Lam, Son K.·2008·Journal of Retailing
DOI 10.1016/j.jretai.2008.06.001
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Crossref · 10.1016/j.jretai.2008.06.001

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  • Customers of encounter services generally have weaker bonds with the service provider, and social interactions are less frequent.

    “For example, customers of encounter services generally have weaker bonds with the service provider, and social interactions are less frequent (Brown and Lam 2008).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Brown and Lam 2008

  • The effect of relational benefits may differ depending on whether the service is encounter-based or relationship-based.

    “The effect of relational benefits may differ depending on whether the service is encounter-based (e.g., fast food) or relationship-based (e.g., hairstylist) (Brown and Lam 2008).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Brown and Lam 2008

  • In relationship services, customers seek out and mostly interact with the same service provider over an extended period of time, which provides more opportunities for the diffusion of affect and creation of social bonds.

    “In relationship services, customers seek out and mostly interact with the same service provider over an extended period of time, which provides more opportunities for the diffusion of affect and creation of social bonds (Brown and Lam 2008).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Brown and Lam 2008

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Authors
Brown, S. P., & Lam, S. K.
Affiliations
University of Houston (US)
Corresponding author
Brown, Steven P.
ORCID
Lam, Son K.
Venue
Journal of Retailing
Publisher
Elsevier BV
Published
2008-09
Volume
84
Issue
3
Pages
243-255
ISSN
0022-4359 (ISSN-L)
DOI
10.1016/j.jretai.2008.06.001
OpenAlex
W2017855460
Cited by
393
References
95
Citations by year
2026: 7 · 2025: 11 · 2024: 17 · 2023: 19 · 2022: 20 · 2021: 27 · 2020: 16 · 2019: 32 · 2018: 23 · 2017: 30 · 2016: 33 · 2015: 33 · 2014: 25 · 2013: 30 · 2012: 17
FWCI
5.15
Type
journal article
Language
en
Open access
closed
Licence
www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations
Journal of Retailing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Motivation
Keywords
job satisfaction, customer satisfaction, perceived service quality, mediating role of service quality, retail employees

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