Employee satisfaction, customer satisfaction, and financial performance: An empirical examination

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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...

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Bibliographic Details
Main Authors:	Chi, C., Gursoy, D
Format:	Journal Article
Published:	Pergamon 2009
Online Access:	http://hdl.handle.net/20.500.11937/41163

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