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The Link Between Sales People’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis

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Cited by:

  1. Jeremy S. Wolter & Dora Bock & Jeremy Mackey & Pei Xu & Jeffery S. Smith, 2019. "Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 815-836, September.
  2. Kleinaltenkamp, Michael & Minculescu, Ioana & Raithel, Sascha, 2017. "Customization of B2B Services: Measurement and Impact on Firm Performance," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 39-56.
  3. Sik Sumaedi & Tri Rakhmawati, 2017. "The effect of system design type on ISO 9001 implementation outcome: a proposed conceptual framework and future research agenda," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(1), pages 219-229, January.
  4. Yahua Bi & Sooyoung Choi & Jie Yin & Insin Kim, 2021. "Stress on Frontline Employees from Customer Aggression in the Restaurant Industry: The Moderating Effect of Empowerment," Sustainability, MDPI, vol. 13(3), pages 1-15, January.
  5. Elizabeth Chinomona & Tebogo Mofokeng, 2015. "The Influence Of Workplace Condition And Employee Satisfaction On Employee Commitment In South African," Journal of Social Sciences (COES&RJ-JSS), , vol. 4(1), pages 649-663, January.
  6. Díaz, Estrella & Martín-Consuegra, David & Esteban, Águeda, 2015. "Perceptions of service cannibalisation: The moderating effect of the type of travel agency," Tourism Management, Elsevier, vol. 48(C), pages 329-342.
  7. Brexendorf, Tim Oliver & Mühlmeier, Silke & Tomczak, Torsten & Eisend, Martin, 2010. "The impact of sales encounters on brand loyalty," Journal of Business Research, Elsevier, vol. 63(11), pages 1148-1155, November.
  8. Yuen, Kum Fai & Thai, Vinh V. & Wong, Yiik Diew & Wang, Xueqin, 2018. "Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 397-409.
  9. Alexander Haas, 2006. "Bestimmungsfaktoren des Beratungserfolges: Eine informationsökonomische Betrachtung und empirische Analyse im Handel," Schmalenbach Journal of Business Research, Springer, vol. 58(5), pages 638-664, August.
  10. Cowart, Kelly O. & Brady, Michael K., 2014. "Pleasantly Plump: Offsetting Negative Obesity Stereotypes for Frontline Service Employees," Journal of Retailing, Elsevier, vol. 90(3), pages 365-378.
  11. Harmancioglu, Nukhet & Grinstein, Amir & Goldman, Arieh, 2010. "Innovation and performance outcomes of market information collection efforts: The role of top management team involvement," International Journal of Research in Marketing, Elsevier, vol. 27(1), pages 33-43.
  12. Lewin, Jeffrey E. & Biemans, Wim & Ulaga, Wolfgang, 2010. "Firm downsizing and satisfaction among United States and European customers," Journal of Business Research, Elsevier, vol. 63(7), pages 697-706, July.
  13. Verbeke, W.J.M.I. & Belschak, F.D. & Bakker, A.B. & Dietz, H.M.S., 2008. "When Intelligence is (Dys)Functional for Achieving Sales Performance," ERIM Report Series Research in Management ERS-2008-034-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  14. Jeevan Jyoti & Jyoti Sharma, 2012. "Impact of Market Orientation on Business Performance: Role of Employee Satisfaction and Customer Satisfaction," Vision, , vol. 16(4), pages 297-313, December.
  15. Elizabeth Chinomona & Tebogo Mofokeng, 2015. "The influence of workplace condition and employee satisfaction on employee committee in South African Companies," Journal of Business & Management (COES&RJ-JBM), , vol. 3(2), pages 356-369, April.
  16. Wangenheim, Florian v. & Evanschitzky, Heiner & Wunderlich, Maren, 2007. "Does the employee-customer satisfaction link hold for all employee groups?," Journal of Business Research, Elsevier, vol. 60(7), pages 690-697, July.
  17. Barnes, Donald C. & Ponder, Nicole & Hopkins, Christopher D., 2015. "The impact of perceived customer delight on the frontline employee," Journal of Business Research, Elsevier, vol. 68(2), pages 433-441.
  18. Kamran Azeem, 2018. "Impact of Effective Logistic Management on Organizational Performance," KASBIT Business Journals (KBJ), Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 11(1), pages 95-109, December.
  19. Baumgarth, Carsten & Binckebanck, Lars, 2010. "Sales force impact on B-to-B brand equity: Conceptual framework and empirical test," Arbeitspapiere der Nordakademie 2010-07, Nordakademie - Hochschule der Wirtschaft.
  20. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
  21. Tania Bucic & Liem Viet Ngo & Ashish Sinha, 2017. "Improving the effectiveness of market-oriented organisation: Empirical evidence from an emerging economy," Australian Journal of Management, Australian School of Business, vol. 42(2), pages 308-327, May.
  22. Chang, Woojung & Ellinger, Alexander E. & Kim, Kyoungmi (Kate) & Franke, George R., 2016. "Supply chain integration and firm financial performance: A meta-analysis of positional advantage mediation and moderating factors," European Management Journal, Elsevier, vol. 34(3), pages 282-295.
  23. Yu, Wantao & Jacobs, Mark A. & Salisbury, W. David & Enns, Harvey, 2013. "The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective," International Journal of Production Economics, Elsevier, vol. 146(1), pages 346-358.
  24. Annette Wenninger & Daniel Rau & Maximilian Röglinger, 2022. "Improving customer satisfaction in proactive service design," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1399-1418, September.
  25. Katsikea, Evangelia & Theodosiou, Marios & Morgan, Robert E., 2015. "Why people quit: Explaining employee turnover intentions among export sales managers," International Business Review, Elsevier, vol. 24(3), pages 367-379.
  26. Stock, Ruth Maria, 2016. "Understanding the relationship between frontline employee boreout and customer orientation," Journal of Business Research, Elsevier, vol. 69(10), pages 4259-4268.
  27. Sung Tae Kim & Hong-Hee Lee & Seongbae Lim, 2021. "The Effects of Green SCM Implementation on Business Performance in SMEs: A Longitudinal Study in Electronics Industry," Sustainability, MDPI, vol. 13(21), pages 1-23, October.
  28. Kraus, Florian & Haumann, Till & Ahearne, Michael & Wieseke, Jan, 2015. "When Sales Managers and Salespeople Disagree in the Appreciation for Their Firm: The Phenomenon of Organizational Identification Tension," Journal of Retailing, Elsevier, vol. 91(3), pages 486-515.
  29. Yang, Qian & Zhao, Xiande, 2016. "Are logistics outsourcing partners more integrated in a more volatile environment?," International Journal of Production Economics, Elsevier, vol. 171(P2), pages 211-220.
  30. Singhapakdi, Anusorn & Sirgy, M. Joseph & Lee, Dong-Jin, 2010. "Is small business better than big business for marketing managers?," Journal of Business Research, Elsevier, vol. 63(4), pages 418-423, April.
  31. Hamada Fawzy Thabet Abuzid & Muzaffar Abbas, 2017. "Banks Performance and Impact of Market Orientation Strategy: Do Employee Satisfaction and Customer Loyalty Augment this Relationship?," International Review of Management and Marketing, Econjournals, vol. 7(2), pages 60-66.
  32. Miklos Pakurar & Istvan Andras Kun & Janos Felföldi & Laszlo Vasa & Judit Olah, 2020. "Integration of Logistics Function and Business Performance," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 3), pages 567-583.
  33. Zhiming Cheng, 2014. "The Effects of Employee Involvement and Participation on Subjective Wellbeing: Evidence from Urban China," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 118(2), pages 457-483, September.
  34. Yee, Rachel W.Y. & Yeung, Andy C.L. & Cheng, T.C.E., 2011. "The service-profit chain: An empirical analysis in high-contact service industries," International Journal of Production Economics, Elsevier, vol. 130(2), pages 236-245, April.
  35. Mark Ojeme, 2017. "Assessing the Impact of Relationship Length in the SMEs and Bank Association," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 17-27, October.
  36. Ruth Stock, 2004. "Erfolgsauswirkungen der marktorientierten Gestaltung des Personalmanagements," Schmalenbach Journal of Business Research, Springer, vol. 56(3), pages 237-258, May.
  37. Jalal Rajeh Hanaysha, 2017. "Impact of Social Media Marketing, Price Promotion, and Corporate Social Responsibility on Customer Satisfaction," Jindal Journal of Business Research, , vol. 6(2), pages 132-145, December.
  38. Rijsdijk, S.A. & Hultink, E.J. & Diamantopoulos, A., 2007. "Product Intelligence: Its Conceptualization, Measurement and Impact on Consumer Satisfaction," ERIM Report Series Research in Management ERS-2007-006-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  39. Behrouz Lari Semnani & Mohammad Mahmoudi Meymand & Lotfollah Frozandeh Dehkordi & Rasoul Sanavi Fard, 2015. "Effect of Employee Branding on Customer Satisfaction, Favorable Reputation and Employee Satisfaction," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 5(3), pages 140-155, March.
  40. Yin Chen & Yong Long & Jianyin Bai, 2019. "Effect of Positional Embeddedness on Tour Supplier Integration: Chinese Evidence," Sustainability, MDPI, vol. 11(20), pages 1-21, October.
  41. Meng-Hsiu Lee & Chan Wang & Tzu-Jung Wu & Ming-Yu Yen, 2021. "Multilevel Linking Service Innovation, Service Sweethearting, and Brand Association: The Moderating Role of Sustainable Human Resource Management," SAGE Open, , vol. 11(1), pages 21582440209, February.
  42. Müller-Stewens, Benedikt & Widener, Sally K. & Möller, Klaus & Steinmann, Jan-Christoph, 2020. "The role of diagnostic and interactive control uses in innovation," Accounting, Organizations and Society, Elsevier, vol. 80(C).
  43. Ganic Emir & Babic-Hodovic Vesna & Arslanagic-Kalajdzic Maja, 2018. "We are Happy Here and We Will Stay, What about You? The Cross-Level Impact of Employee Loyalty and Performance on Student Loyalty," South East European Journal of Economics and Business, Sciendo, vol. 13(2), pages 7-18, December.
  44. Evanschitzky, Heiner & Wangenheim, Florian v. & Wünderlich, Nancy V., 2012. "Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops," Journal of Retailing, Elsevier, vol. 88(3), pages 356-366.
  45. Mo Ran Yi, 2023. "Corporate Reputation and Users’ Behavioral Intentions: Is Reputation the Master Key That Moves Consumers?," SAGE Open, , vol. 13(1), pages 21582440231, February.
  46. Echo Wen Wan & Kimmy Wa Chan & Rocky Peng Chen, 2016. "Hurting or helping? The effect of service agents’ workplace ostracism on customer service perceptions," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 746-769, November.
  47. János Kövesi & Tamás Jónás & Zsuzsanna Eszter Tóth, 2010. "Separating the Measurement and Evaluation of Intellectual Capital Elements with Evaluator Functions," Theory Methodology Practice (TMP), Faculty of Economics, University of Miskolc, vol. 6(02), pages 37-47.
  48. Xing Zhang & Micha Kaiser & Peng Nie & Alfonso Sousa-Poza, 2019. "Why are Chinese workers so unhappy? A comparative cross-national analysis of job satisfaction, job expectations, and job attributes," PLOS ONE, Public Library of Science, vol. 14(9), pages 1-16, September.
  49. Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  50. Enida Kume, 2016. "Study on Assessment of the Relationship between Success and Job Satisfaction for Social Service Workers in Penitentiary Institutions in Albania," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 5, March.
  51. Paulin, Michele & Ferguson, Ronald J. & Bergeron, Jasmin, 2006. "Service climate and organizational commitment: The importance of customer linkages," Journal of Business Research, Elsevier, vol. 59(8), pages 906-915, August.
  52. Jalal Hanaysha, 2016. "Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry," Journal of Asian Business Strategy, Asian Economic and Social Society, vol. 6(2), pages 31-40, February.
  53. G. Tomas M. Hult & Jeannette A. Mena & O. C. Ferrell & Linda Ferrell, 2011. "Stakeholder marketing: a definition and conceptual framework," AMS Review, Springer;Academy of Marketing Science, vol. 1(1), pages 44-65, March.
  54. Wang, Kedi & Huo, Baofeng & Tian, Min, 2021. "How to protect specific investments from opportunism: A moderated mediation model of customer integration and transformational leadership," International Journal of Production Economics, Elsevier, vol. 232(C).
  55. Yen-Chun Chen & Ya-Hui Lin & Hsien-Tung Tsai, 2020. "Toward Greater Understanding of the Relationship Between Entrepreneurial Orientation and International Performance," Management International Review, Springer, vol. 60(2), pages 211-245, April.
  56. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
  57. Dr. Timothy Ihinmoyan, 2022. "Job Involvement and Job Satisfaction as Correlates of Responsiveness among Nurses in Abua Multi-System Hospital, Ado-Ekiti, Ekiti State," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(4), pages 89-93, April.
  58. Mena, Jeannette A. & Hult, G. Tomas M. & Ferrell, O.C. & Zhang, Yufei, 2019. "Competing assessments of market-driven, sustainability-centered, and stakeholder-focused approaches to the customer-brand relationships and performance," Journal of Business Research, Elsevier, vol. 95(C), pages 531-543.
  59. Gong, Taeshik & Park, JungKun & Hyun, Hyowon, 2020. "Customer response toward employees’ emotional labor in service industry settings," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
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