Answered You can hire a professional tutor to get the answer.
Write 17 page essay on the topic The impact of employee satisfaction levels on customer satisfaction: Starbucks Rochester, NY.Download file to see previous pages... Therefore, the researchers have str
Write 17 page essay on the topic The impact of employee satisfaction levels on customer satisfaction: Starbucks Rochester, NY.
Download file to see previous pages...Therefore, the researchers have stressed on the fact that the three aspects of employee satisfaction, customer satisfaction and profitability of the organization is interconnected. The present study has been designed to assess the relationship between employee satisfaction and customer satisfaction with respect to Starbucks. In this respect, the two hypotheses are: Linear and symmetric relationship, which exists between customer satisfaction and employee satisfaction in context to Starbucks Rochester and secondly: interactive features and physical features of service can affect customer satisfaction in context to Starbucks Rochester, NY. In order to prove these two hypotheses, primary data will be collected through questionnaire survey and the findings of the research will be highly useful for the management of Starbucks. Introduction In the last 30 years, several studies have been made to understand the relationship between employee satisfaction and customer satisfaction but until now, standardization in the research findings of previous research scholars has not been achieved. Considering the research work of Koys (2003) reveals the fact that relationship between employee satisfaction and customer satisfaction is more applicable in context to service organization, where employees need to have direct contact with customers while delivering service. However, it is not that the relationship between employee satisfaction and customer satisfaction is not important in manufacturing sector or product selling organization, but very less amount of research work has been done on the topic in the mentioned organizations such as, manufacturing or product selling companies. In such context, research works of Moon &. Quelch (2006) reveals the fact that Starbucks Corporation is known for their superior customer service and employee engagement. For example, training is provided to employees in Starbucks coffee shops to develop both “hard skills” such as, procedures for using cash registers and mixing drinks as well as “soft skills” such as, communication with customers and interpersonal skills. In such background, the final research paper will dig deep in understanding nature of relationship between customer satisfaction and employee satisfaction, in context to retail service chain of Starbucks Corporation. Problem Significance Chi &. Gursoy (2009) argued that in most of the cases, research scholars have found positive relationship between employee satisfaction and customer satisfaction in service organizations like, Quick Service Restaurants, banks, healthcare and hospitality sector. In this context, the study by Pantouvakis and Bouranta (2013) has provided a conceptual model that can bridge the link between employee job satisfaction and customer satisfaction in service environment.
