Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
 Customer satisfaction 
The survey also included two questions asking employees to estimate levels of customer satisfaction. 
Similar service quality research has argued for the importance in measuring quality via the workers’ own attitudes 
and perceptions, based on a proximal reasoning philosophy (Lee-Ross & Pryce, 2004). In addition, previous 
research has shown a positive correlation between employee and customer perceptions of service quality (Johnson, 
1996; Schneider & Bowen, 1985). The two questions asking for employee were combined to form a scale to 
measure employee perceptions of customer satisfaction (alpha = .88).