员工满意度与顾客满意度传导机制实证研究.docVIP

员工满意度与顾客满意度传导机制实证研究 　　摘 要:高顾客满意度是高顾客忠诚度的必要条件,如何提高顾客满意度,学术界普遍认为员工满意度是影响顾客满意度的积极因素之一,但员工满意度影响顾客满意度的方式,是否存在中间传导机制的研究并不多见。为此,本文在文献综述的基础上,选取员工忠诚度、组织承诺和工作绩效为中间变量,建立员工满意度和顾客满意度传导机制的概念模型,运用结构方程对汽车维修服务企业的调查数据进行了分析研究。笔者发现员工满意度与顾客满意度没有直接关系,它直接影响着员工忠诚度、组织承诺和工作绩效,而员工忠诚度和组织承诺又直接影响着工作绩效,进而影响顾客满意度,即工作绩效是员工满意度与顾客满意度传导机制的关键。 　　关键词:员工满意度;顾客满意度;传导机制 　　中图分类号:F272.3 文献标识码:A 文章编号:1003-5192(2010)01-0021-06 　　 　　Empirical Research on the Transmission Mechanism between Employee Satisfaction and Customer Satisfaction 　　YI Mu-nong1,2, ZHANG Chu-bing?1, HAN De-chang?2 　　(1.Business School of Tianjin University of Finance and Economics, Tianjin 300222, China; 2.Business School of Nankai University, Tianjin 300192, China) 　　Abstract:The researchers generally think employee satisfaction is one of positive factors influencing customer satisfaction, but the problems have not adequately discussed and researched until today as follow: the path by which the employee satisfaction impacts customer satisfaction; intermediate transmission mechanism how to run. In this paper, we selected staff loyalty, organizational commitment and job performance for the intermediate variables, than, established the conceptual model of transmission mechanism between employee satisfaction and customer satisfaction. Based on analyzing data from the automobile maintenance service industry, author found that employee satisfaction has a direct impact on staff loyalty, organizational commitment and job performance, and staff loyalty and organizational commitment has a direct impact on job performance, thereby affecting customer satisfaction, work performance is the key point in the transmission mechanism between employee satisfaction and customer satisfaction. 　　Key words:employee satisfaction; customer satisfaction; transmitting mechanism 　　 　　1 引言 　　 　　Gronroos首先提出员工是组织内部顾客,员工满意度越高,组织越有可能以顾客和市场为导向,从而令顾客满意[1]。这一观点在随后的保险业、酒店业、零售业和软件业等都得到了实证验证,特别是金融服务业,员工满意度对顾客满意度的正向影响程度还很强烈。Bernhardt发现在大多数行业,员工满意度对顾客满意度都有正向影响[2]。但S