In practice and science, there is hardly any doubt today that employee satisfaction has a decisive impact on customer satisfaction. Against this backdrop, numerous companies have invested in increasing employee satisfaction in recent years. Ruth Stock-Homburg analyzes various effects of employee satisfaction on customer satisfaction. In addition to the obvious indirect effect through employee behaviors, the direct influence of employee satisfaction on customer satisfaction is empirically examined. The author identifies conditions that affect the strength of the relationship between employee and customer satisfaction and demonstrates that the characteristics of employees, customers, interactions, and performance are primarily responsible for this.