Satisfied employees means satisfied clients: fact or fiction? A study in travel agencies

Abstract

The main purpose of this study was to identify the possible associations between employee satisfaction and customer satisfaction in some travel agencies in Recife, since the success of these companies often depends on a good relationship between employees and customers, due to the intangible nature of the tourism product, which can complicate the sale process. The methodology was characterized by a combination of qualitative and quantitative techniques. Two separate questionnaires were applied: one to the 91 employees of travel agencies, and another to 125 customers at the International Guararapes Airport. The results indicate that the satisfaction of the customers interviewed is the result of a series of factors, which are related to face-to-face contact between the customers and the agency employees. However, although there is evidence of this fact, it was not possible to identify consistently, in this study, the extent of the relationship that exists between these two constructs. Key words: Satisfaction - Job Satisfaction - Travel Agencies.