The Association between Customer Satisfaction and Employee Job Satisfaction

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Across
  1. 2. learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviors to enhance the performance of employees.
  2. 3. result of attending to the needs, demands, and expectations of customers through service delivery or customer care
  3. 5. establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity
  4. 7. effect of front line employee job satisfaction on customer satisfaction based on the finding of a positive relationship between the 2 constructs
  5. 9. an individual's cumulative, global, and favorable evaluation of a firm based on personal experiences over time
  6. 10. a cycle of self-reinforcing exchanges between customers and frontline employees that ultimately enhance both parties' outcomes
  7. 11. theory social psychological and sociological perspective that explains social change and stability as a process of negotiated exchanges between parties
  8. 12. an employee who deals directly with customers, or who is directly involved in making a product
  9. 13. involves customers’ decision to continue their relationship with a firm based on how their expectations, demands and standards are met in service delivery
  10. 14. different from customer retention and goes beyond repeated purchases; it involves a positive attitude and behavior towards the brand or company
Down
  1. 1. customer satisfaction impact on front line employee job satisfaction
  2. 4. Social exchange Theory’s best known norm or exchange rule
  3. 6. extent to which customers voluntarily perform behaviors that benefit a firm
  4. 8. a pleasurably or positive emotional state resulting from the appraisal of ones job or job experience