Scholars have used the attribute-based model of overall satisfaction extensively in consumer markets. Yet, business-to-business (B2B) firms also strive to improve overall satisfaction and financial performance by improving satisfaction on key attributes. We develop an attribute-based model to...

The authors report a meta-analysis of relationships linking employee job satisfaction to customer satisfaction and perceived service quality in studies that correlate employee data with customer data. Overall, both relationships are positive and statistically and substantively significant....