𝔖 Bobbio Scriptorium
✦   LIBER   ✦

The role of the sales employee in securing customer satisfaction

✍ Scribed by Evanschitzky, Heiner; Sharma, Arun; Prykop, Catja

Book ID
120823333
Publisher
Emerald Group Publishing Limited
Year
2012
Tongue
English
Weight
115 KB
Volume
46
Category
Article
ISSN
0309-0566

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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