Affiliations: [a] College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, Jiangsu Province, China
| [b] Donlinks School of Economics and Management, University of Science and Technology, Beijing, China
Correspondence:
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Corresponding author: Hashim Zameer PhD, 29 Jiangjun Avenue, Jiangning District, College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, Jiangsu Province, China. E-mail: hashimzameer@yahoo.com.
Abstract: This article expands current knowledge by assessing how employee engagement is transformed into corporate image and customer satisfaction. Unexplored in earlier studies, the article undiscloses the role that service quality plays in this transformation. Developed through an extensive literature survey, the conceptual model is empirically tested, with survey data collected from 261 customers and 261 managerial employees. The results show that, first, focusing on employee engagement can both lead to a favorable corporate image and enhance customer satisfaction. Second, service quality has a significant positive effect both on customer satisfaction and on corporate image. Third, service quality positively mediates the relations among employee engagement, customer satisfaction and corporate image. The article concludes with the study’s qualification, plus some practical and theoretical implications, suggesting future research directions.
Keywords: Employee engagement, service quality, corporate image, banking, services
