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Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine Metaanalyse (The Relationship between Employee Satisfaction and Customer Satisfaction: A Meta-analysis)

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  • Torsten J. Gerpott
  • Mathias Paukert
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    Abstract

    Die vorliegende Arbeit stellt eine Metaanalyse von 42 zwischen 1985 und 2010 publizierten empirischen Studien bereit, die Beziehungen zwischen Mitarbeiterzufriedenheit (MiZu) und Kundenzufriedenheit (KuZu) statistisch fuer insgesamt 52.966 Beschaeftigte von Wirtschaftsorganisationen untersucht haben. UEber alle Untersuchungen belaeuft sich die um Stichprobengroessen- und Messfehler bereinigte mittlere Assoziation zwischen beiden Konstrukten auf 0,32. Metaanalytische Kennzahlen sprechen zwar fuer eine grundsaetzlich positive Korrelation, die aber stark zwischen den Primaerstudien schwankt. Als signifikante Moderatoren wurden der Geschaeftstyp, die Analyseebene, die Zufriedenheitsoperationalisierung und die Erhebungsmethode identifiziert. Die Resultate erinnern die Unternehmenspraxis daran, bei Entscheidungen ueber Massnahmen mit MiZu-Effekten stets auch ueber die MiZu vermittelte Veraenderungswirkungen auf die KuZu abzuschaetzen. Fuer die Personalforschung verdeutlicht die Metaanalyse, dass zukuenftige Untersuchungen viel praeziser theoretische Mechanismen zur Erklaerung von MiZu–KuZu-Verschraenkungen empirisch ueberpruefen und explizit Randbedingungen der Korrelation betrachten sollten. (The present paper contains a meta-analysis of 42 empirical studies that correlate employee job satisfaction and customer satisfaction for a total of 52,966 corporate sector employees. Overall, the sample size-weighted and measurement error corrected mean correlation between employee satisfaction (ES) and customer satisfaction (CS) amounted to 0.32. Meta-analytic statistics suggest that ES–CS is generally positive but varies strongly between studies. Business type, level of analysis, satisfaction measurement approach and data collection methods were identified as significant moderators of the focal association. Results remind management practitioners that decisions on measures with effects on ES should always be preceded by an analysis which incorporates an assessment of ES-mediated change impacts on CS. For personnel and management scholars the analysis implies that future research should strive for direct tests of theoretical explanations for the ES–CS link and the explicit identification of moderators of this link.)

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    Bibliographic Info

    Article provided by Rainer Hampp Verlag in its journal Zeitschrift fuer Personalforschung - German Journal of Research in Human Resource Management.

    Volume (Year): 25 (2011)
    Issue (Month): 1 ()
    Pages: 28-54

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    Handle: RePEc:rai:zfpers:doi_10.1688/1862-0000_zfp_2011_01_gerpott

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    Related research

    Keywords: balance theory; customer satisfaction; emotional contagion; employee job satisfaction; meta-analysis; moderator analysis; service climate-satisfaction chain;

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