Gerpott, Torsten J.; Paukert, Mathias - In: Zeitschrift für Personalforschung (ZfP) 25 (2011) 1, pp. 28-54
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 …