Employee Job Satisfaction & Customer Satisfaction: Linked for the Organizational Manager

Job satisfaction is a personal, work related major attitude linked to an individual employee that moderates his or her behavior. It is comprised of the processing of information from the viewpoint of an individual employee by a self perception process of a linked subjective evaluation, a creation of a feeling and finally a reaction (Robbins, 2007) (Weber, 2007). Job satisfaction causes an agreeable emotional condition in the employee that leads to a positive work attitude. This positive work attitude has an impact on other employees and customers (Robbins, 2007). All employees are seen as representatives of their company by any average customer (Jackson, 2007). So if a customer sees that an employee does not have a satisfied, positive, and fulfilled attitude a customer may make the wrong assumptions leading the customer to question the trustworthiness of the company and resulting in decreased sales for the company (Dunham, 2007) (Weber, 2007). Numerous articles and studies have been preformed to determine the validity of this connection (Dunham, 2007) (Jackson, 2007). Job Satisfaction and customer satisfaction are linked anywhere customers and employees come in contact (Robbins, 2007) (Jackson, 2007).

The Cincinnati Enquirer "Vovici Case Study" showed an increase in positive customer feedback from contact with the Cincinnati Enquirer's employees who exhibited job fulfillment. Jackson (2007) also noted that newspaper sales increased during the study. As a bonus reaction to the positive environment experienced; the employees had an overall morale increase from positive customer feedback. A residual positive level of satisfaction by the retained and new customers was noted in this study (Jackson, 2007).