Customer Satisfaction and Shareholder’s Value: The Role of Employee Satisfaction

Abstract

This paper explores the relationship between employee satisfaction, customer satisfaction and shareholders value theoretically. A conceptual model discusses about the relationship of these three variables. In first section the link between tow variables employee satisfaction and customer satisfaction is examined. In the second section the link between customer satisfaction and shareholders value is examined while in third section the link between customer satisfaction and shareholder’s value is examine.   All these three models represent positive relationship among the related variables. Paper concludes that customer satisfaction and loyalty would continue as long as employees are satisfied and they deliver the required quality of goods and services.  Customer satisfaction and employee’s satisfaction will increase shareholders value.

Keywords: Employee satisfaction, Customer satisfaction, Shareholders value