期刊名称：Asian Journal of Business and Management Sciences
电子版ISSN：2047-2528
出版年度：2012
卷号：1
期号：01
页码：129-137
出版社：Society for Business Research Promotion
摘要：The main aim of this paper is to consider the issues that are most important, but has not been given relevant importance in the past i.e. linkage between employee satisfaction and customer satisfaction and employee prominent role to foster customer satisfaction which drive firm’s profitability. Most firms who strive to acquire customer satisfaction must satisfy their employee’s needs and wants first. It is widely recognized from past literature that customer needs will be satisfactorily met only when employee needs are being satisfactorily met. In this paper, we first discuss conceptualization of customer satisfaction, its antecedents and its relevant importance to firm’s profitability. Then, we discuss how employee satisfaction is linked with customer satisfaction. Moreover, we provide suggestions to improve employee satisfaction to foster customer satisfaction. Keywords: Customer Satisfaction, Antecedents of Customer Satisfaction, Service Quality, Employee Satisfaction, Linkage between Employee and Customer Satisfaction. Full Text
