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

The DOI matches its Crossref record; 96 of the 96 references it cites were found in a registry or an index.

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

Cites

96 of 96 references verified0 citation errors · 0 not checkable

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Citations

Cites

Show all 95 references

Research works printed but not linked: 9

  1. Maher, 2007, Wal-Mart Seeks New Flexibility in Worker Shifts, Wall Street Journal, 249, 1
  2. *Pedrick, Dennis Lee (1998), “The Influence of Organizational Climate on Employee, Customer, and Firm Performance,” Ph.D. Dissertation, University of Memphis.
  3. Rucci, 1998, The Employee–Customer Profit Chain at Sears, Harvard Business Review, 76, 82
  4. *Schlesinger, 1991, Job Satisfaction, Service Capability, and Customer Satisfaction: An Examination of Linkages and Management Implications, Human Resource Planning, 14, 141
  5. *Tornow, 1991, Service Quality and Management Practices: A Look at Employee Attitudes, Customer Satisfaction, and Bottom-Line Consequences, Human Resource Planning, 14, 105
  6. Ulrich, 1991, Employee and Customer Attachment: Synergies for Competitive Advantage, Human Resource Planning, 14, 89
  7. *Galer, Michael M. (2000), “The Effect of Market Orientation on Customer Satisfaction and Employee Satisfaction on Service Quality,” Ph.D. Dissertation, Nova Southeastern University.
  8. *Kitzman, Brian C. (1999), “The Effects of the Type of Service Interaction on the Relationship Between Employee and Customer Attitudes,” Ph.D. Dissertation, DePaul University.
  9. *Sepulveda-Martinez, Cesar J. (2001), “Relationship of Organizational Citizenship Behaviors and Customer Orientation to Service Quality and Customer Satisfaction,” Ph.D. Dissertation, Tulane University.

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Metadata

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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