Employee satisfaction, customer satisfaction, and financial performance: An empirical examination
The purpose of this study is to examine the relationship between employee satisfaction and customer satisfaction, and to examine the impact of both on a hospitality company's financial performance utilizing service-profit-chain framework as the theoretical base. Specifically, this study explore...
| Main Authors: | , |
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| Format: | Journal Article |
| Published: |
Pergamon
2009
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| Online Access: | http://hdl.handle.net/20.500.11937/41163 |