Auswirkungen der Mitarbeiterzufriedenheit auf die Kundenzufriedenheit im Dienstleistungssektor

For some time now, it has been assumed, especially by service companies, that there is a close connection between employee satisfaction on the one hand and customer satisfaction on the other. The corresponding theoretical considerations are also quite plausible and have led during the last few years among service providers in a wide variety of industries to the fact that, after customer satisfaction, significantly greater importance is also and especially attached to employee satisfaction than in the past. One of the most recent examples of this is the banking sector, which in its efforts to regain the trust of customers is also paying more attention to employee satisfaction as a factor in customer orientation. It is therefore all the more surprising that there have been comparatively few studies to date that empirically examine whether and to what extent employee satisfaction is actually a factor in customer orientation.