A reconceptualisation of the satisfaction-service performance thesis

J. Frimpong, A.M. Wilson

Research output: Contribution to journalArticlepeer-review

29 Citations (Scopus)


The hypothesis that job satisfaction affects employee performance or favourable service behaviours could be considered a well-worn topic. However, this paper shows that the extant literature has not adequately conceptualised nor addressed the complex relationship which could exist between employee satisfaction and service performance quality. Indeed, some studies appear to challenge this almost axiomatic view. This paper, therefore, considers the literature on "the job satisfaction-service performance/quality thesis" and proposes a new model which reconceptualises the relationship between the two constructs. Suggestions for service practitioners, as well as new ways in which the thesis could be further tested, are also provided.
Original languageEnglish
Pages (from-to)471-481
Number of pages10
JournalJournal of Services Marketing
Issue number6
Publication statusPublished - 2004


  • customer services
  • quality
  • employees
  • job satisfaction
  • performance measurement


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