How employer and employee satisfaction affect customer satisfaction: An application to franchise services

Journal of Service Research

Volumn 14, Issue 2, 2011, Pages 136-148

  Evanschitzky, Heiner ^a   Groening, Christopher ^b   Mittal, Vikas ^c   Wunderlich, Maren ^d  

^a ASTON UNIVERSITY   (United Kingdom)

^b UNIVERSITY OF MISSOURI   (United States)

^c RICE UNIVERSITY   (United States)

^d T Mobile International   (Germany)

Author keywords

customer satisfaction; employee satisfaction; exchange theory; franchisee satisfaction; manager satisfaction; purchase intentions; service profit chain

Indexed keywords

EID: 79955543626     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670510390202     Document Type: Article

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