The employee‐customer satisfaction chain in the ECSI model

By M. Vilares, Pedro Simões Coelho. 2003

163 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/b181a680d58c9303ac23d5e225a3f185c5f7228f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. A. Ball
2. Pedro Simões Coelho
3. M. Vilares

In Organizational Behavior and Human Resource Management

1. A. Ball
2. Pedro Simões Coelho
3. M. Vilares
4. A. Pantouvakis
5. N. Bouranta

Citations in the corpus

• The link between organizational learning culture and customer satisfaction: Confirming relationship and exploring moderating effect (2013, background): “Vilares and Coelho (2003) proposed a reformulation of the ECSI model, establishing that perceived employee satisfaction, loyalty, and commitment have an important impact on perceived product quality and perceived service quality.”
• A Stated Preference Experiment for Measuring Service Quality in Public Transport (2008, unknown): “Examples of SEM are reported in Vilares and Coelho ( 2003 ) and Gronholdt and Martensen ( 2005 ); an ordinal regression technique was proposed by Siskos et al.”
• Service personalization and loyalty (2006, methodology): “The original ECSI model (which does not have trust or communication as our base model does) is well-established as a tool for measuring and explaining customer satisfaction and its antecedents and related constructs (Gronholdt et al., 2000; Cassel and Eklof, 2001; Vilares and Coelho, 2004).”