000			01417nam a22001697a 4500
999			_c52964 _d52964
003			OSt
005			20191128163929.0
008			191128b ||||| |||| 00| 0 eng d
100			_aPareek, Vandana _935173
245			_aThe Relational Impact of Employee Satisfaction on Customer Satisfaction in Banking Industry: An Empirical Study
300			_a45-70 p.
520			_aThere have been differing opinions among researchers on the relationship between employee satisfaction and customer satisfaction. A few found strong correlation between the two constructs, while others found weak or no relationship. This paper aims at establishing a relation between employee satisfaction and customer satisfaction with reference to banking industry. The paper demonstrates empirically that customer satisfaction, which has been established as indispensable for business growth and sustainability, is actually impossible without satisfaction of employees who are the precious resource of the organization. The paper also guides the managers on the philosophy of 'employee comes first'. The linkage between employee and customer becomes all the more significant in service sector where customer-employee interaction is very high
653			_aCustomer satisfaction
653			_aBank customers
773	0		_030414 _977241 _aMURTHY, E N _dIUP PUBLICATION HYDERABAD _o55511068 _tBANK MANAGEMENT _x0972-6918
942			_2ddc _cJA-ARTICLE