Employee satisfaction, customer satisfaction, and financial performance: An empirical examination

By Christina G. Chi, D. Gursoy. 2009

777 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/c4aaffcea722421dcab3ecf42514c78123625ade

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Citations in the corpus

The relationship between employee satisfaction and organisational performance : evidence from a South African government department : original research (2013, background): “Providing employees with an outstanding internal working environment is likely to lead to satisfied employees who are both loyal to the organisation and are capable of providing customers with an exceptional service experience (Chi & Gursoy, 2009).”
Proactive Environmental Strategy, Technological Eco-Innovation and Firm Performance—Case of Poland (2016, methodology): “Chi and Gursoy confirm the direct relationship between customer satisfaction and financial performance [50].”
Effects of High-Performance Work Systems (HPWS) on Hospitality Employees’ Outcomes through Their Organizational Commitment, Motivation, and Job Satisfaction (2021, methodology): “Concerning hospitality and tourism, although some scholars have previously argued that employees’ job satisfaction may not have a direct effect on hotel financial performance [7,11], we stress its importance here as a direct determinant of client satisfaction, which is, in turn, one of the most sali”
Customer satisfaction, loyalty and financial performance A holistic approach of the Greek banking sector (2013, background): “…likely to increase customer loyalty (Vesel and Zabkar, 2009; Akhter et al., 2011) and according to the service-profit chain and other studies, it is suggested that satisfied customers result in better financial performance (Bernhardt et al., 2000; Chi and Gursoy, 2009; Fathollahzadeh et al., 2011).”
Understanding the Impact of Online Reviews on Hotel Performance (2017, background): “Both positive and negative reviews are a potentially important customer voice (Luo 2009), but prior studies either treat them in isolation, or not fully in terms of hotel performance (Chi and Gursoy 2009).”
The effects of supply chain integration on customer satisfaction and financial performance: An organizational learning perspective (2013, background): “, 1994), there is a positive relationship between customer satisfaction and financial performance, ceteras paraibus (Anderson and Mittal, 2000; Chi and Gursoy, 2009).”
Digital banking, customer experience and bank financial performance : UK customers' perceptions (2018, background): “Studies in customer experience and loyalty are limited, but what leads to customer satisfaction has been tested in hospitality (Chi and Gursoy, 2009), internet banking (Amin, 2016; Raza et al., 2015), and mobile banking (Jun and Palacios, 2016) areas.”
Industry's Expectations from Hospitality Schools: What has changed? (2012, background): “…clearly indicate that hiring the right people who can deliver superior performance is likely to have “steroid effects” on a company’s financial performance because superior employee performance is likely to generate higher customer satisfaction and better financial performance (Chi & Gursoy, 2009).”
Hotel performance: state of the art (2010, background): “Empirical evidence does not usually find a direct relation with company performances but some interesting indirect links with non-financial performance (Patiar and Mia, 2009), customer satisfaction (Chi and Gursoy, 2009), service innovation (Hu et al.”