Picture of UK Houses of Parliament

Leading national thinking on politics, government & public policy through Open Access research

Strathprints makes available scholarly Open Access content by researchers in the School of Government & Public Policy, based within the Faculty of Humanities & Social Sciences.

Research here is 1st in Scotland for research intensity and spans a wide range of domains. The Department of Politics demonstrates expertise in understanding parties, elections and public opinion, with additional emphases on political economy, institutions and international relations. This international angle is reflected in the European Policies Research Centre (EPRC) which conducts comparative research on public policy. Meanwhile, the Centre for Energy Policy provides independent expertise on energy, working across multidisciplinary groups to shape policy for a low carbon economy.

Explore the Open Access research of the School of Government & Public Policy. Or explore all of Strathclyde's Open Access research...

The role of employee job satisfaction in strengthening customer repurchase intentions

Gounaris, Spiros and Boukis, Achilles (2013) The role of employee job satisfaction in strengthening customer repurchase intentions. Journal of Services Marketing, 27 (4). pp. 322-333. ISSN 0887-6045

Full text not available in this repository.Request a copy from the Strathclyde author

Abstract

Purpose: The purpose of this paper is to examine the role of front line employee job satisfaction in customers ' behavioral intentions. Design/methodology/approach: Research design is nested with data collected from both first line employees and customers. Data are collected from multiple branches of a single bank to eliminate the possibility of other parameters such as design of operations and physical evidence from masking the true effects of the variables under investigation. Findings: Employee job satisfaction influences a customer ' s perception of quality, customer satisfaction and the development of high relational switching cost. Hence the effect on repurchase intention is indirect but significant and strong while moderated by branch size and age of the employee. Research limitations/implications: The degree of employee job satisfaction is a resource of strategic nature for these companies aiming to improve customer retention rates. Such companies should protect their ability to build employee job satisfaction and restrain themselves from policies that threaten to slim down the satisfaction their employees derive from their job. Originality/value: Using a hierarchical research design, this is the first study that manages to establish the relationship between employee job satisfaction and customers ' behavioral intentions while eliminating the effect of complementary marketing mix parameters such as operations design effectiveness and aesthetics.