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

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

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