The Interdependence of Employee and Customer Satisfaction

In the last years organisations have invested considerable resources intoprograms that enhance the satisfaction of their personnel. The implicitproposition underlying these activities is that content employees lead tocontent clients. Employee satisfaction is expected to result in better workingperformance including politeness positive non-verbal behaviour respect andcooperativeness in the employee-customer interaction. In the interactionprocess customers may affect the satisfaction of employees.This publication focuses on the following questions: Is there an influence ofcustomer satisfaction on employee satisfaction? Does employee satisfactionhave an impact on customer satisfaction? Is there an interrelation betweencustomer satisfaction and employee satisfaction? The target audience of thispublication are decision makers in human resources departments andmarketing departments managers in customer oriented organisations aswell as researchers in the areas of economics and psychology.