Abstract:
We analyze the satisfaction mirror-- the positive but atheoretical correlation between
customer satisfaction and employee job satisfaction -- using a set of theories and constructs
from social psychology in order to identify a set of moderating variables that help explain the
strength of the mirror. We propose that the mirror's strength is dependent on the nature,
degree and length of customer-employee interaction. This is applied to the contexts of both
external and internal customers. Specific theoretical foundations include social identity
theory, social impact theory and the construct of a psychological contract.
