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Abstract
This study evaluate the relationship between employees’ satisfaction and customers’ satisfaction, and the impact of both on hotels companies’ financial performance specially food and beverage dept. utilizing the service-profit-chain framework as the theoretical base, which links service operations, employees’ satisfaction, and customers’ satisfaction to a firm’s financial performance.
Findings suggested that there are a direct relationship between customer satisfaction and financial performance, and between customer satisfaction and employee satisfaction. findings also indicated that the relationship between employee and profitability may not be easily identifiable due to the fact that it is mediated by customer satisfaction.