Abstract
Since the early 1990s there has been good evidence of a positive link between the work satisfaction rating of employees who have customer contact, and customer satisfaction. Happy employees are nicer to customers, who are then more satisfied with the service they receive. So companies have invested in programs and processes that monitor (and, they hope, increase) employee satisfaction.
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© 2008 Adrian Furnham
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Furnham, A. (2008). Magic links. In: Head & Heart Management. Palgrave Macmillan, London. https://doi.org/10.1057/9780230598317_39
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DOI: https://doi.org/10.1057/9780230598317_39
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-0-230-55512-9
Online ISBN: 978-0-230-59831-7
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