فراتحلیلی از رابطه بین رضایت شغلی کارکنان و رضایت مشتری

A meta-analysis of the relationship between employee job satisfaction and customer satisfaction was conducted. This analysis produced statistically significant correlation for this relationship. Results suggest that the service context is a moderator of the employee job satisfaction – customer satisfaction relationship in a way that in personal services this correlation is stronger than in non-personal services. Some implications for future research are presented.