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This research addresses examining how leadership of immediate superior and followership of employees in moment of truth(MOT) affect employee satisfaction. In addition, this research confir...
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This research addresses examining how leadership of immediate superior and followership of employees in moment of truth(MOT) affect employee satisfaction. In addition, this research confirms that there is a significant relationship between internal customers" performance and external customers" performance by verifying that employees" satisfaction is a critical factor of service quality perceived by customers.
Consequently, it was found that employee satisfaction had positive relationships with leadership of immediate superior, followership of employee, and perceived service quality of customers significantly. When there are common vision and goals of a company and employees, satisfaction of employees in MOT might be increased. Also, it was proved that followership is a critical factor of employee satisfaction in MOT as well.
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Abstract
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