Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine Metaanalyse

摘要: The present paper contains a meta-analysis of 42 empirical studies that correlate employee job satisfaction and customer for total 52,966 corporate sector employees. Overall, the sample size-weighted measurement error corrected mean correlation between (ES) (CS) amounted to 0.32. Meta-analytic statistics suggest ES-CS is generally positive but varies strongly studies. Business type, level analysis, approach data collection methods were identified as significant moderators focal association. Results remind management practitioners decisions on measures with effects ES should always be preceded by an analysis which incorporates assessment ES-mediated change impacts CS. For personnel scholars implies future research strive direct tests theoretical explanations link explicit identification this link.