Do employees' satisfied customers respond with an satisfactory relationship? The effects of employees' satisfaction on customers' satisfaction and loyalty in a family restaurant

Hyo Sun Jung; Hye Hyun Yoon

doi:10.1016/j.ijhm.2013.02.003

Do employees' satisfied customers respond with an satisfactory relationship? The effects of employees' satisfaction on customers' satisfaction and loyalty in a family restaurant

Hyo Sun Jung, Hye Hyun Yoon

Research output: Contribution to journal › Article › peer-review

64 Citations (Scopus)

Abstract

The 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.

Original language	English
Pages (from-to)	1-8
Number of pages	8
Journal	International Journal of Hospitality Management
Volume	34
Issue number	1
DOIs	https://doi.org/10.1016/j.ijhm.2013.02.003
Publication status	Published - Sept 2013

Keywords

Customer loyalty
Customer satisfaction
Employee satisfaction
Family restaurant

Access to Document

10.1016/j.ijhm.2013.02.003

Cite this

@article{e1a6a0817fce4d3d8593ee81e44557dd,

title = "Do employees' satisfied customers respond with an satisfactory relationship? The effects of employees' satisfaction on customers' satisfaction and loyalty in a family restaurant",

abstract = "The 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.",

keywords = "Customer loyalty, Customer satisfaction, Employee satisfaction, Family restaurant",

author = "Jung, {Hyo Sun} and Yoon, {Hye Hyun}",

year = "2013",

month = sep,

doi = "10.1016/j.ijhm.2013.02.003",

language = "English",

volume = "34",

pages = "1--8",

journal = "International Journal of Hospitality Management",

issn = "0278-4319",

publisher = "Elsevier Ltd.",

number = "1",

}

TY - JOUR

T1 - Do employees' satisfied customers respond with an satisfactory relationship? The effects of employees' satisfaction on customers' satisfaction and loyalty in a family restaurant

AU - Jung, Hyo Sun

AU - Yoon, Hye Hyun

PY - 2013/9

Y1 - 2013/9

N2 - The 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.

AB - The 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.

KW - Customer loyalty

KW - Customer satisfaction

KW - Employee satisfaction

KW - Family restaurant

UR - http://www.scopus.com/inward/record.url?scp=84875235157&partnerID=8YFLogxK

U2 - 10.1016/j.ijhm.2013.02.003

DO - 10.1016/j.ijhm.2013.02.003

M3 - Article

AN - SCOPUS:84875235157

SN - 0278-4319

VL - 34

SP - 1

EP - 8

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

IS - 1

ER -

Do employees' satisfied customers respond with an satisfactory relationship? The effects of employees' satisfaction on customers' satisfaction and loyalty in a family restaurant

Abstract

Keywords

Access to Document

Other files and links

Fingerprint

Cite this