How to cite this paper
Kurdi, B., Alshurideh, M & Alnaser, A. (2020). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning.Management Science Letters , 10(15), 3561-3570.
Refrences
Aburayya, A., Alshurideh, M., Albqaeen, A., Alawadhi, D., & Ayadeh, I. (2020). An investigation of factors affecting patients waiting time in primary health care centers: An assessment study in Dubai. Management Science Letters, 10(6), 1265–1276.
Al-dweeri, R., Obeidat, Z., Al-dwiry, M., Alshurideh, M., & Alhorani, A. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92–103.
Al Dmour, H., Alshurideh, M., & Shishan, F. (2014). The influence of mobile application quality and attributes on the continuance intention of mobile shopping. Life Science Journal, 11(10), 172–181.
Al Kurdi, B. (2017). Investigating the factors influencing parent toy purchase decisions: Reasoning and consequences. International Business Research, 10(4), 104–116.
Alshraideh, A., Al-Lozi, M., & Alshurideh, M. (2017). The impact of training strategy on organizational loyalty via the mediating variables of organizational satisfaction and organizational performance: An empirical study on Jordanian agricultural credit corporation staff. Journal of Social Sciences (COES&RJ-JSS), 6, 383–394.
Alshurideh. (2017). A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. International Journal of Business and Management, 12(7), 201–210.
Alshurideh. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour? International Journal of Electronic Customer Relationship Management, 12(1), 40–57.
Alshurideh, Alhadid, A., & Al kurdi, B. (2015). The effect of internal marketing on organizational citizenship behavior an applicable study on the University of Jordan employees. International Journal of Marketing Studies, 7(1), 138.
Alshurideh, D. M. T. (2013). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109. https://doi.org/10.5296/jmr.v6i1.4659
Alshurideh, M.T. (2017). The impact of Islamic bank’s service quality perception on Jordanian customer’s loyalty. Jounal of Management Reseach, 9.
Alshurideh, M. T., Salloum, S. A., Al Kurdi, B., Monem, A. A., & Shaalan, K. (2019). Understanding the quality determinants that influence the intention to use the mobile learning platforms: a practical study. International Journal of Interactive Mobile Technologies (IJIM), 13(11), 157-183.
Alshurideh, M. (2010). A behavior perspective of mobile customer retention: An exploratory study in the UK Market. The End of the Pier? Competing perspectives on the challenges facing business and management British Academy of Management Brighton–UK. British Academy of Management, 1–19.
Alshurideh, M. (2014a). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109.
Alshurideh, M. (2014b). The factors predicting students’ satisfaction with universities’ healthcare cinics’ services: A case-study from the Jordanian higher education sector. Dirasat: Administrative Sciences, 161(1524), 1–36.
Alshurideh, M. (2016a). Exploring the main factors affecting consumer choice of mobile phone service provider contracts. International Journal of Communications, Network and System Sciences, 9(12), 563–581.
Alshurideh, M. (2016b). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing, 5(3), 382–389.
Alshurideh, M. (2016c). Scope of customer retention problem in the mobile phone sector: A theoretical perspective. Journal of Marketing and Consumer Research, 20, 64–69.
Alshurideh, M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour? International Journal of Electronic Customer Relationship Management, 12(1). https://doi.org/10.1504/IJECRM.2019.098980
Al Shurideh, M., Alsharari, N. M., & Al Kurdi, B. (2019). Supply chain integration and customer relationship management in the airline logistics. Theoretical Economics Letters, 9(02), 392.
Alshurideh, M., Bataineh, A., Al kurdi, B., & Alasmr, N. (2015). Factors affect mobile phone brand choices–Studying the case of Jordan universities students. International Business Research, 8(3), 141–155.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599–612.
Alshurideh, M., Shaltoni, A., & Hijawi, D. (2014). Marketing communications role in shaping consumer awareness of cause-related marketing campaigns. International Journal of Marketing Studies, 6(2), 163.
Alshurideh, M. T. (2016). Exploring the main factors affecting consumer choice of mobile phone service provider contracts. International Journal of Communications, Network and System Sciences, 9(12), 563–581.
Alshurideh, Masa’deh, R., & Al kurdi, B. (2012). The effect of customer satisfaction upon customer retention in the Jordanian mobile market: An empirical investigation. European Journal of Economics, Finance and Administrative Sciences, 47(12), 69–78.
Alzoubi, H., Alshurideh, M., Al Kurdi, B., & Inairata, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 1–10.
Ammari, G., Al kurdi, B., Alshurideh, M., & Alrowwad, A. (2017). Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. International Journal of Marketing Studies, 9(2), 113–133.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Anne, M., & Grønholdt, L. (2001). Using employee satisfaction measurement to improve people management: An adaptation of Kano’s quality types. Total Quality Management, 12(7–8), 949–957.
Ashurideh, M. (2010). Customer service retention–A behavioural perspective of the UK mobile market. Durham University.
Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
Brayfield, A. H., & Crockett, W. H. (1955). Employee attitudes and employee performance. Psychological Bulletin, 52(5), 396.
Bulgarella, C. C. (2005). Employee Satisfaction and customer satisfaction. Guidestar Research, White Paper.
Carriere, J., & Bourque, C. (2009). The effects of organizational communication on job satisfaction and organizational commitment in a land ambulance service and the mediating role of communication satisfaction. Career Development International, 14(1), 29–49.
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245–253.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295–336.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68–81.
Dappa, K., Bhatti, F., & Aljarah, A. (2019). A study on the effect of transformational leadership on job satisfaction: The role of gender, perceived organizational politics and perceived organizational commitment. Management Science Letters, 9(6), 823-834.
ELSamen, A., & Alshurideh, M. (2012). The impact of internal marketing on internal service quality: A case study in a Jordanian pharmaceutical company. International Journal of Business and Management, 7(19), 84–95.
Evanschitzky, H., Groening, C., Mittal, V., & Wunderlich, M. (2011). How employer and employee satisfaction affect customer satisfaction: An application to franchise services. Journal of Service Research, 14(2), 136–148.
Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. University of Akron Press.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39–50.
Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(1), 7.
Ghannajeh, A., AlShurideh, M., Zu’bi, M., Abuhamad, A., Rumman, G., Suifan, T., & Akhorshaideh, A. (2015). A Qualitative Analysis of Product Innovation in Jordan’s Pharmaceutical Sector. European Scientific Journal, 11(4), 474–503.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5). Prentice hall Upper Saddle River, NJ.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: an empirical investigation. Journal of Marketing, 60(4), 52–70.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478.
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis. Psychology & Marketing, 18(1), 43–66.
Jamal, M. (1990). Relationship of job stress and Type-A behavior to employees’ job satisfaction, organizational commitment, psychosomatic health problems, and turnover motivation. Human Relations, 43(8), 727–738.
Jaworski, C., Ravichandran, S., Karpinski, A. C., & Singh, S. (2018). The effects of training satisfaction, employee benefits, and incentives on part-time employees’ commitment. International Journal of Hospitality Management, 74, 1–12.
Jeon, H., & Choi, B. (2012). The relationship between employee satisfaction and customer satisfaction. Journal of Services Marketing, 26(5), 332–341.
José Vilares, M., & Simões Coelho, P. (2003). The employee-customer satisfaction chain in the ECSI model. European Journal of Marketing, 37(11/12), 1703–1722.
Kaplan, B., & Duchon, D. (1988). Combining qualitative and quantitative methods in information systems research: a case study. MIS Quarterly, 571–586.
Kurdi. (2016). Healthy-Food Choice and Purchasing Behaviour Analysis: An Exploratory Study of Families in the UK. Durham University.
Kurniawaty, K., Ramly, M., & Ramlawati, R. (2019). The effect of work environment, stress, and job satisfaction on employee turnover intention. Management Science Letters, 9(6), 877-886.
LAWLER III, E. E., & Porter, L. W. (1967). The effect of performance on job satisfaction. Industrial Relations: A Journal of Economy and Society, 7(1), 20–28.
Lin, C.-P. (2007). To share or not to share: Modeling tacit knowledge sharing, its mediators and antecedents. Journal of Business Ethics, 70(4), 411–428.
Lin, S.-C., Persada, S. F., & Nadlifatin, R. (2014). A study of student behavior in accepting the Blackboard Learning System: A Technology Acceptance Model (TAM) approach. Computer Supported Cooperative Work in Design (CSCWD), Proceedings of the 2014 IEEE 18th International Conference On, 457–462. IEEE.
Lin, Y.-C., Chen, Y.-C., & Yeh, R. C. (2010). Understanding college students’ continuing intentions to use multimedia e-learning systems. World Transactions on Engineering and Technology Education, 8(4), 488–493.
Liu, S.-H., Liao, H.-L., & Peng, C.-J. (2005). Applying the technology acceptance model and flow theory to online e-learning users’ acceptance behavior. E-Learning, 4(H6), H8.
Loveman, G. W. (1998). Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking. Journal of Service Research, 1(1), 18–31.
Malhotra, N., & Mukherjee, A. (2004). The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres. Journal of Services Marketing, 18(3), 162–174.
Matzler, K., & Renzl, B. (2006). The relationship between interpersonal trust, employee satisfaction, and employee loyalty. Total Quality Management and Business Excellence, 17(10), 1261–1271.
Matzler, K., & Renzl, B. (2007). Assessing asymmetric effects in the formation of employee satisfaction. Tourism Management, 28(4), 1093–1103.
Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.
Mottaz, C. J. (1985). The relative importance of intrinsic and extrinsic rewards as determinants of work satisfaction. The Sociological Quarterly, 26(3), 365–385.
Myers, M. (1997). Interpretive research in information systems. Information Systems: An Emerging Discipline, 239, 266.
Nartey, L. T., Annan, A., & Nunoo, T. E. (2018). Organisational Support and Its Influence on Teacher Commitment: Evi-dence from Colleges of Education in Ghana. Advances in Sciences and Humanities, 4(3), 45.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
Obeidat, Z., Alshurideh, M., Al Dweeri., R. and Masa’deh, R. (n.d.). The Influence of Online Revenge acts on consumers psychological and emotional states: Does Revenge Taste Sweet?. 33 IBIMA Conference Proceedings - 10-11 April 2019, Granada, Spain.
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Al-dweeri, R., Obeidat, Z., Al-dwiry, M., Alshurideh, M., & Alhorani, A. (2017). The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. International Journal of Marketing Studies, 9(2), 92–103.
Al Dmour, H., Alshurideh, M., & Shishan, F. (2014). The influence of mobile application quality and attributes on the continuance intention of mobile shopping. Life Science Journal, 11(10), 172–181.
Al Kurdi, B. (2017). Investigating the factors influencing parent toy purchase decisions: Reasoning and consequences. International Business Research, 10(4), 104–116.
Alshraideh, A., Al-Lozi, M., & Alshurideh, M. (2017). The impact of training strategy on organizational loyalty via the mediating variables of organizational satisfaction and organizational performance: An empirical study on Jordanian agricultural credit corporation staff. Journal of Social Sciences (COES&RJ-JSS), 6, 383–394.
Alshurideh. (2017). A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. International Journal of Business and Management, 12(7), 201–210.
Alshurideh. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour? International Journal of Electronic Customer Relationship Management, 12(1), 40–57.
Alshurideh, Alhadid, A., & Al kurdi, B. (2015). The effect of internal marketing on organizational citizenship behavior an applicable study on the University of Jordan employees. International Journal of Marketing Studies, 7(1), 138.
Alshurideh, D. M. T. (2013). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109. https://doi.org/10.5296/jmr.v6i1.4659
Alshurideh, M.T. (2017). The impact of Islamic bank’s service quality perception on Jordanian customer’s loyalty. Jounal of Management Reseach, 9.
Alshurideh, M. T., Salloum, S. A., Al Kurdi, B., Monem, A. A., & Shaalan, K. (2019). Understanding the quality determinants that influence the intention to use the mobile learning platforms: a practical study. International Journal of Interactive Mobile Technologies (IJIM), 13(11), 157-183.
Alshurideh, M. (2010). A behavior perspective of mobile customer retention: An exploratory study in the UK Market. The End of the Pier? Competing perspectives on the challenges facing business and management British Academy of Management Brighton–UK. British Academy of Management, 1–19.
Alshurideh, M. (2014a). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109.
Alshurideh, M. (2014b). The factors predicting students’ satisfaction with universities’ healthcare cinics’ services: A case-study from the Jordanian higher education sector. Dirasat: Administrative Sciences, 161(1524), 1–36.
Alshurideh, M. (2016a). Exploring the main factors affecting consumer choice of mobile phone service provider contracts. International Journal of Communications, Network and System Sciences, 9(12), 563–581.
Alshurideh, M. (2016b). Is customer retention beneficial for customers: A conceptual background. Journal of Research in Marketing, 5(3), 382–389.
Alshurideh, M. (2016c). Scope of customer retention problem in the mobile phone sector: A theoretical perspective. Journal of Marketing and Consumer Research, 20, 64–69.
Alshurideh, M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour? International Journal of Electronic Customer Relationship Management, 12(1). https://doi.org/10.1504/IJECRM.2019.098980
Al Shurideh, M., Alsharari, N. M., & Al Kurdi, B. (2019). Supply chain integration and customer relationship management in the airline logistics. Theoretical Economics Letters, 9(02), 392.
Alshurideh, M., Bataineh, A., Al kurdi, B., & Alasmr, N. (2015). Factors affect mobile phone brand choices–Studying the case of Jordan universities students. International Business Research, 8(3), 141–155.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599–612.
Alshurideh, M., Shaltoni, A., & Hijawi, D. (2014). Marketing communications role in shaping consumer awareness of cause-related marketing campaigns. International Journal of Marketing Studies, 6(2), 163.
Alshurideh, M. T. (2016). Exploring the main factors affecting consumer choice of mobile phone service provider contracts. International Journal of Communications, Network and System Sciences, 9(12), 563–581.
Alshurideh, Masa’deh, R., & Al kurdi, B. (2012). The effect of customer satisfaction upon customer retention in the Jordanian mobile market: An empirical investigation. European Journal of Economics, Finance and Administrative Sciences, 47(12), 69–78.
Alzoubi, H., Alshurideh, M., Al Kurdi, B., & Inairata, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 1–10.
Ammari, G., Al kurdi, B., Alshurideh, M., & Alrowwad, A. (2017). Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. International Journal of Marketing Studies, 9(2), 113–133.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Anne, M., & Grønholdt, L. (2001). Using employee satisfaction measurement to improve people management: An adaptation of Kano’s quality types. Total Quality Management, 12(7–8), 949–957.
Ashurideh, M. (2010). Customer service retention–A behavioural perspective of the UK mobile market. Durham University.
Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
Brayfield, A. H., & Crockett, W. H. (1955). Employee attitudes and employee performance. Psychological Bulletin, 52(5), 396.
Bulgarella, C. C. (2005). Employee Satisfaction and customer satisfaction. Guidestar Research, White Paper.
Carriere, J., & Bourque, C. (2009). The effects of organizational communication on job satisfaction and organizational commitment in a land ambulance service and the mediating role of communication satisfaction. Career Development International, 14(1), 29–49.
Chi, C. G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245–253.
Chin, W. W. (1998). The partial least squares approach to structural equation modeling. Modern Methods for Business Research, 295(2), 295–336.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68–81.
Dappa, K., Bhatti, F., & Aljarah, A. (2019). A study on the effect of transformational leadership on job satisfaction: The role of gender, perceived organizational politics and perceived organizational commitment. Management Science Letters, 9(6), 823-834.
ELSamen, A., & Alshurideh, M. (2012). The impact of internal marketing on internal service quality: A case study in a Jordanian pharmaceutical company. International Journal of Business and Management, 7(19), 84–95.
Evanschitzky, H., Groening, C., Mittal, V., & Wunderlich, M. (2011). How employer and employee satisfaction affect customer satisfaction: An application to franchise services. Journal of Service Research, 14(2), 136–148.
Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. University of Akron Press.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 39–50.
Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(1), 7.
Ghannajeh, A., AlShurideh, M., Zu’bi, M., Abuhamad, A., Rumman, G., Suifan, T., & Akhorshaideh, A. (2015). A Qualitative Analysis of Product Innovation in Jordan’s Pharmaceutical Sector. European Scientific Journal, 11(4), 474–503.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5). Prentice hall Upper Saddle River, NJ.
Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: an empirical investigation. Journal of Marketing, 60(4), 52–70.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478.
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis. Psychology & Marketing, 18(1), 43–66.
Jamal, M. (1990). Relationship of job stress and Type-A behavior to employees’ job satisfaction, organizational commitment, psychosomatic health problems, and turnover motivation. Human Relations, 43(8), 727–738.
Jaworski, C., Ravichandran, S., Karpinski, A. C., & Singh, S. (2018). The effects of training satisfaction, employee benefits, and incentives on part-time employees’ commitment. International Journal of Hospitality Management, 74, 1–12.
Jeon, H., & Choi, B. (2012). The relationship between employee satisfaction and customer satisfaction. Journal of Services Marketing, 26(5), 332–341.
José Vilares, M., & Simões Coelho, P. (2003). The employee-customer satisfaction chain in the ECSI model. European Journal of Marketing, 37(11/12), 1703–1722.
Kaplan, B., & Duchon, D. (1988). Combining qualitative and quantitative methods in information systems research: a case study. MIS Quarterly, 571–586.
Kurdi. (2016). Healthy-Food Choice and Purchasing Behaviour Analysis: An Exploratory Study of Families in the UK. Durham University.
Kurniawaty, K., Ramly, M., & Ramlawati, R. (2019). The effect of work environment, stress, and job satisfaction on employee turnover intention. Management Science Letters, 9(6), 877-886.
LAWLER III, E. E., & Porter, L. W. (1967). The effect of performance on job satisfaction. Industrial Relations: A Journal of Economy and Society, 7(1), 20–28.
Lin, C.-P. (2007). To share or not to share: Modeling tacit knowledge sharing, its mediators and antecedents. Journal of Business Ethics, 70(4), 411–428.
Lin, S.-C., Persada, S. F., & Nadlifatin, R. (2014). A study of student behavior in accepting the Blackboard Learning System: A Technology Acceptance Model (TAM) approach. Computer Supported Cooperative Work in Design (CSCWD), Proceedings of the 2014 IEEE 18th International Conference On, 457–462. IEEE.
Lin, Y.-C., Chen, Y.-C., & Yeh, R. C. (2010). Understanding college students’ continuing intentions to use multimedia e-learning systems. World Transactions on Engineering and Technology Education, 8(4), 488–493.
Liu, S.-H., Liao, H.-L., & Peng, C.-J. (2005). Applying the technology acceptance model and flow theory to online e-learning users’ acceptance behavior. E-Learning, 4(H6), H8.
Loveman, G. W. (1998). Employee satisfaction, customer loyalty, and financial performance: an empirical examination of the service profit chain in retail banking. Journal of Service Research, 1(1), 18–31.
Malhotra, N., & Mukherjee, A. (2004). The relative influence of organisational commitment and job satisfaction on service quality of customer-contact employees in banking call centres. Journal of Services Marketing, 18(3), 162–174.
Matzler, K., & Renzl, B. (2006). The relationship between interpersonal trust, employee satisfaction, and employee loyalty. Total Quality Management and Business Excellence, 17(10), 1261–1271.
Matzler, K., & Renzl, B. (2007). Assessing asymmetric effects in the formation of employee satisfaction. Tourism Management, 28(4), 1093–1103.
Maxham III, J. G., & Netemeyer, R. G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78(4), 239–252.
Mottaz, C. J. (1985). The relative importance of intrinsic and extrinsic rewards as determinants of work satisfaction. The Sociological Quarterly, 26(3), 365–385.
Myers, M. (1997). Interpretive research in information systems. Information Systems: An Emerging Discipline, 239, 266.
Nartey, L. T., Annan, A., & Nunoo, T. E. (2018). Organisational Support and Its Influence on Teacher Commitment: Evi-dence from Colleges of Education in Ghana. Advances in Sciences and Humanities, 4(3), 45.
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory.
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