The antecedents of the employee loyalty-customer loyalty relationship

摘要: Increasing and maintaining customer loyalty has been shown to enhance service firm profitability. This research focuses on the antecedents of in a large national North American banking organisation, particular relationship between employee loyalty, further within loyalty-customer relationship. Thus current investigates chain events from managerial actions with aim identifying relevant practices their influences organisation that lead loyalty. The provides tangible evidence supporting importance providing organisational resources increase as means increasing customer loyalty organisations. To achieve this goal, study suggests a comprehensive set will an organisation's climate, foster positive attitudes behaviours relation provision, that impact quality, ultimately loyalty. These include support provided by senior leadership, provision facilitate effective work practices, management orientation customers, use evaluation remuneration based service-oriented attitudes. By instituting these can perceptions self-efficacy, employees' beliefs abilities perform well jobs, satisfaction, which turn drive loyalty. These also favourable nature organisation's service climate so quality are likely be more positive. Overall existence from managerial intentions. Evidence exists to support higher levels potentially higher levels implications organisations can impact focussing directly delivery issues providing climate. Managers influence about their abilities do jobs level satisfaction employees have those organisational roles. The is important mechanism communicate both customers primary imperative. Finally, valuable insight into processes perceive support, how those impact intentions towards