员工满意与客户满意的关系.pdf

WHITE PAPER – FEBRUARY 2005 Employee Satisfaction Customer Satisfaction: Is There a Relationship? By Caterina C. Bulgarella, Ph.D, GuideStar Research Analyst GUIDESTAR RESEARCH WHITE PAPER Employee Satisfaction Customer Satisfaction: Is There a Relationship? Numerous empirical studies show a strong positive relationship between employee satisfaction and customer satisfaction (e.g., Band, 1988; George, 1990; Reynierse Harker, 1992; Schmitt Allscheid, 1995; Schneider Bowen, 1985; Schneider, White, Paul, 1998; Schneider, Ashworth, Higgs, Carr, 1996 Johnson, 1996; Ulrich, Halbrook, Meder, Stuchlik, Thorpe, 1991; Wiley, 1991). As suggested by this wealth of findings, positive changes in employee attitudes lead to positive changes in customer satisfaction. Some investigations have provided explicit measures of this relationship. For example, a study at Sears Roebuck Co. showed that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction which, in turn, generated a 0.5 increase in revenues. Brooks (2000) reviewed the relationship between financial success and customer and employee variables (e.g., customer satisfaction, employee satisfaction, etc.) and found that, depending on market segment and industry, between 40 and 80 percent of customer satisfaction and customer loyalty was accounted for by the relationship between employee attitudes and customer-related variables. Similarly, Vilares and Cohelo (2000) found that perceived employee satisfaction, perceived employee loyalty, and perceived employee commitment had a sizable impact on perceived product quality and on perceived service quality (see model below). Perceived Employee Commitment Perceived Product Quality