And if the internal customer
is not satisfied, alienation and divergence from the business is the
case. In the service-profit chain developed by Heskett et al., a
relation between profitability, customer loyalty, internal customer
satisfaction and employee loyalty is tried to be formed. The rings of
the chain are that: customer loyalty increases profit and growth;
customer loyalty is the direct outcome of customer satisfaction;
satisfaction is greatly affected by the value of the service provided
for customers; value is created by satisfied, commitment and
efficiently working employees; employee satisfaction is a result of
policies which will, basically, supply high quality support services
and enable employees to convey these outcomes to customers. As seen,
Heskett et al. show that satisfying employees will lead to customer
satisfaction [7].