The paper includes a critical analysis of the relationship among different articles. Must use at least 10 scholarly, peer-reviewed journal articles to build the ROL. Must use the following sources for 2 out of the 10 required. Frey, R., Bayon, T., & Totzek, D. (2013, April 16). How Customer Satisfaction Affects Employee Satisfaction and Retention in a Professional Services Context . Journal of Service Research , 503-517. Jeon, H., & Choi, B. (2012, May 26). The Relationship Between Employee Satisfaction and Customer Satisfaction. The Journal of Services Marketing , 332-341.