publication . Research . 2003

The Link Between Salespeople’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context : A Dyadic Analysis

Homburg, Christian; Stock-Homburg, Ruth;
Open Access German
  • Published: 01 Jan 2003
  • Publisher: Inst. für Marktorientierte Unternehmensführung, Univ. Mannheim
Abstract
Although it has frequently been argued that the job satisfaction of a company’s employees is an important driver of customer satisfaction, systematic research exploring this link is scarce. The present study investigates this relationship for salespeople in a business-to-business context. The theoretical justification for a positive impact of salespeople’s job satisfaction on customer satisfaction is based on the concept of emotional contagion. The analysis is based on a dyadic data set which involves judgments provided by salespeople and their customers collected across multiple manufacturing and services industries. Results indicate the presence of a pos...
Subjects
free text keywords: 330 Wirtschaft
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