Do satisfied employees deliver better service experiences that result in satisfied customers, and, what are the factors affecting employee satisfaction and customer satisfaction?

• Main Author: CHEONG, Chuen Kong Kevin
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2019
• Subjects: tourist attractions; visitor attractions; employee satisfaction; customer satisfaction; psychological empowerment; zone management; Organizational Behavior and Theory; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/etd_coll/207; https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1207&context=etd_coll
• Institution: Singapore Management University

It is often said that a happy worker is a good worker, but do happy workers in the service industry result in happy or satisfied customers or guests? This research aimed to seek out answers to this anecdotal question by surveying both frontline, customer-facing employees and visitors or guests in se...