Satisfaction is influenced by the value of services provided to customers and value is created by satisfied, loyal and productive employees. Employee satisfaction, in
turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers. Yee et al. (2010) empirically tested “service profit chain” and reached the conclusion that, employee loyalty is linked with quality of service, which in turn impacts customer satisfaction and loyalty, ultimately
leading to company profitability.