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EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS

✍ Scribed by MARK J. SCHMIT; STEVEN P. ALLSCHEID


Book ID
111325443
Publisher
John Wiley and Sons
Year
1995
Tongue
English
Weight
947 KB
Volume
48
Category
Article
ISSN
0031-5826

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## Abstract Using store‐level panel data for a major supermarket company, we investigate the linkages between employee attitudes, customer satisfaction, and sales performance, while controlling for observed and unobserved differences across stores. We find that employee attitudes positively affect