Do satisfied employees deliver better service experiences that result in satisfied customers, and, what are the factors affecting employee satisfaction and customer satisfaction?
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...
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| Format: | text |
| Language: | English |
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Institutional Knowledge at Singapore Management University
2019
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| Subjects: | |
| 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 |
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| Institution: | Singapore Management University |
| Language: | English |