The employee‐customer satisfaction chain in the ECSI model

Abstract

Among the large number of currently available approaches for studying customer satisfaction, a very promising one is that adopted in the European customer satisfaction index (ECSI) model. Yet, in spite of its various contributions to customer satisfaction research, this approach exhibits certain limitations, of which we will emphasise one: contrary to compelling evidence, the model does not consider the service climate or, more specifically, the cause and effect relationship between employee behaviour and customer satisfaction. The main goal of the present paper is to contribute to counteracting such a limitation. A reformulation of the ECSI model is suggested, integrating it into key components of employee satisfaction models (employee satisfaction, loyalty and commitment) as they are perceived by customers. Both the ECSI model and the ECSI revised model are estimated with data from a survey carried out among supermarket customers. The results show that some variables such as perceived quality, customer satisfaction and loyalty are better explained by the ECSI revised model. Also, statistically significant interactions between the new variables (with the exception of employee loyalty) and some of the ECSI model variables (perceived product quality and perceived service quality) were discovered.

Citation

José Vilares, M. and Simões Coelho, P. (2003), "The employee‐customer satisfaction chain in the ECSI model", European Journal of Marketing, Vol. 37 No. 11/12, pp. 1703-1722. https://doi.org/10.1108/03090560310495429