Die vorliegende Arbeit stellt eine Metaanalyse von 42 zwischen 1985 und 2010 publizierten empirischen Studien bereit, die Beziehungen zwischen Mitarbeiterzufriedenheit (MiZu) und Kundenzufriedenheit (KuZu) statistisch für insgesamt 52.966 Beschäftigte von Wirtschaftsorganisationen untersucht haben. Über alle Untersuchungen beläuft sich die um Stichprobengrößen- und Messfehler bereinigte mittlere Assoziation zwischen beiden Konstrukten auf 0,32. Metaanalytische Kennzahlen sprechen zwar für eine grundsätzlich positive Korrelation, die aber stark zwischen den Primärstudien schwankt. Als signifikante Moderatoren wurden der Geschäftstyp, die Analyseebene, die Zufriedenheitsoperationalisierung und die Erhebungsmethode identifiziert. Die Resultate erinnern die Unternehmenspraxis daran, bei Entscheidungen über Maßnahmen mit MiZu-Effekten stets auch über die MiZu vermittelte Veränderungswirkungen auf die KuZu abzuschätzen. Für die Personalforschung verdeutlicht die Metaanalyse, dass zukünftige Untersuchungen viel präziser theoretische Mechanismen zur Erklärung von MiZu—KuZu-Verschränkungen empirisch überprüfen und explizit Randbedingungen der Korrelation betrachten sollten.
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