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• W2570367234 abstract "In this study existing streams of literature in services marketing and organizational behavior are integrated to derive a multilevel model that highlights the effect of employee job satisfaction on customer attitudes in a financial services context. This study of 183 bank employees and 604 customers demonstrated a significant effect of employee satisfaction on perceived service quality, customer satisfaction and relational switching costs. A key contribution of this paper is the effect of employee satisfaction and service quality on different types of switching costs in a multilevel customer retention model." @default.
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• W2570367234 date "2017-01-01" @default.
• W2570367234 modified "2023-09-27" @default.
• W2570367234 title "A Multilevel Investigation of the Effect of Employee’s Satisfaction on Customer Outcomes in a Financial Services Context" @default.
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• W2570367234 doi "https://doi.org/10.1007/978-3-319-50008-9_63" @default.
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