In service industry customer satisfaction become the
primary parameter for business success and profitability.
All referenced studies point toward that customer
satisfaction plays a dominant role in business success, as
higher level of CS is the step for higher Financial
Performance. To avail all these results there is necessary
to satisfy your employees as employees are assets of
organization because they have direct interaction with
customers and they represent their organization to them.
So try to satisfy your employees, it will increase the
outcomes of firm. Findings of different studies show that
relation between ES and FP can be mediated by CS.
Findings of research suggested that impact of this study
is undeniable while measuring Employee satisfaction
and success of organization. While relationship building
and retention is a continuous process whose basics are
linked with satisfied employees. Satisfy Customers
become loyal and attract others, and this loyalty should
be reflected in FP of company and positively in
company’s profit but this relationship can only remain
through examination of longitudinal data. If the relation
examined for only one time period “t” it might conclude
erroneously about client satisfaction but the true
relationship between CS and sales come into view when
changes in both are examined over a period of time.
There are also some limitations in research as data
regarding CS and ES is not properly available to
hypothesize the real situation. And the hypo was
examined in only one specific industry in a review paper
that limiting the generalizability. As no proper
information was available about the strategies used by
different industries to satisfy needs of customers.