Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization
Description:
In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an…
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Date:
May 2006
Creator:
Simpson, Eric Phillip