Do employees’ satisfied customers respond with an satisfactory relationship The - دانلود رایگان



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Do employees’ satisfied customers respond with an satisfactory relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty in a family restaurantThe purpose of this study is to understand the interrelationships among employees’ satisfaction and
customer’s satisfaction and loyalty in a family restaurant. The study was administered to 69 employees
and 258 customers. The results showed a positive relationship between employees’ satisfaction and customer
satisfaction. However, employees’ satisfaction did not have a significant, direct impact on customer
loyalty, but showed an indirect influence via customer satisfaction. In addition, customer satisfaction
was positively associated with customer loyalty. Limitations and future research directions are also
discussed.


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Do employees’ satisfied customers respond with an satisfactory relationship? The effects of employees’ satisfaction on customers’ satisfaction and loyalty


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