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Keller Center for Research

AUTHOR: Carlson, Brad D.

How Customer Satisfaction Affects Employee Job Satisfaction
Alex R. Zablah, PhD, Brad D. Carlson, PhD, D. Todd Donavan, PhD, James G. Maxham, III, PhD, and Tom J. Brown, PhD
Firms often prioritize frontline employee job satisfaction, hoping that satisfied employees will lead to satisfied customers. In real estate, this implies that improvements in agent satisfaction are expected to increase client satisfaction. According to our research, these agencies may be missing an important opportunity

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