员工满意度拥碾顾客满意度关系调查.docVIP

PAGE  员 工 满 意 度 与 顾 客 满 意 度 关 系 调 查 报 告 项目名称：员工满意度与顾客满意度关系调查报告 学校名称：南昌航空大学科技学院 团队名称：X团队 队员：王雪 许攀攀 巴欢 刘夏青 指导老师：李晓云 余磊 摘要 随着社会快速发展，企业的管理模式在不断发生变化，企业的经营理念也因企业的性质而不同，员工和顾客扮演着怎样的角色一直是社会各方争论的要点。而问题的关注更所的集中于员工满意度或顾客满意度，企业忽视了员工满意度和客户满意度的联系分析。因此，首先该报告将先阐述国内外在员工满意度和顾客满意度两方面的研究现状，对两者进行概述。然后进一步对员工满意度和顾客满意度两方面的影响因素进行分析。最后本文得出通过提高员工满意度提高顾客满意度的结论并提出合理措施。 关键词：员工满意度 顾客满意度 关系分析 Abstract With the rapid development of society, the enterprise mode is in the constantly changing, and enterprise management idea for the nature of enterprise, employees and customers what role is always the key social controversy. The problem concerns more focus on customer satisfaction, employee satisfaction or ignored the enterprise employee satisfaction and customer satisfaction, contact analysis. Therefore, this article will firstly dicuss research status of the employee satisfaction and customer satisfaction home and abroad. Then this paper will analyse the effecting factors of employee satisfaction and customer satisfaction. On this basis, combining the cases of the Shanghai ZiJinShan hotel. Finally, the thesis gets the conclusion that we should promote customer satisfaction through improving employee satisfaction t and put forward four reasonable measures. Keywords employee satisfaction customer satisfaction relation analysis 目录  TOC \o 1-3 \h \z \u  HYPERLINK \l _Toc353730463 一、引言  PAGEREF _Toc353730463 \h 1  HYPERLINK \l _Toc353730464 二、员工满意度和顾客满意度基础理论研究  PAGEREF _Toc353730464 \h 1  HYPERLINK \l _Toc353730465 2.1员工满意度与???客满意度概述  PAGEREF _Toc353730465 \h 1  HYPERLINK \l _Toc353730466 2.2国内外对员工满意度与顾客满意度的研究现状  PAGEREF _Toc353730466 \h 2  HYPERLINK \l _Toc353730467 三、调查结果  PAGEREF _Toc353730467 \h 3  HYPERLINK \l _Toc353730469 四、通过提高员工满意度从而提高顾客满意度的措施  PAGEREF _Toc353730469 \h 20  HYPERLINK \l _Toc353730470 4.1通过薪酬因素提高员工满意度，从而提高顾客满意度  PAGEREF _Toc353730470 \h 20  HYPERLINK \l _Toc353730471 4.2完善企业基