Rethinking the Satisfaction Mirror: A Psychological Assessment of its Strength

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.