酒店业员工满意度对顾客满意度影响实证研究-企业管理专业论文.docxVIP

暇务业员r满意度对顾客满意度影响实_iiF研究摘 暇务业员r满意度对顾客满意度影响实_iiF研究 摘 要 建立顾客满意度是现代企业尤其是服务性企业寻求竞争优势的重要手段。员 工满意度对顾客满意度和消费者购买决策有重要影响，国外主流研究成果认为员 工满意度会影响员工对组织的忠诚度，最后影响顾客满意度、忠诚度和组织的利 润。但员工满意度对顾客满意度影响关系的研究结论还存在分歧，与服务利润链 的观点相左，有学者研究认为员工满意度与顾客满意度成负相关。而在我国文化 背景下，员工满意度对顾客满意度影响研究还需进一步深入． 基于我国服务业存在的现实问题和理论研究方面的不足，借鉴国外学者的研 究成果，以中国酒店行业为实证样本，对员工满意度与顾客满意之间的关系进行 系统研究。提出了员工满意度对顾客满意度影响的理论模型，借以探究二者之间 的关系。模型主要以消费者行为理论、服务利润链理论、满意度理论、顾客价值 理论和关系营销理论为基础，以员工忠诚度、顾客感知质量、顾客感知价值为中 介变量，来探讨员工满意度对顾客满意度的影响关系。其中员工忠诚度从规范忠 诚、价值忠诚、努力忠诚和留职忠诚四个维度来衡量，并通过文献回顾，发展出 适合我国文化背景的员工忠诚度量表和顾客感知价值：量表。然后在长沙、株洲、 岳阳三个城市调查取样，共获得426份有效样本，并对数据进行分析处理。 研究结论表明，各测量量表具有良好的信度和效度；员工满意度对顾客满意 度没有直接影响，而是透过员工忠诚度、顾客感知质量、顾客感知价值对顾客满 意度产生间接影响；员工忠诚度对顾客满意度有间接影响，顾客感知质量对顾客 满意度既有直接影响又存在间接影响；从对顾客满意度的总效应来看，顾客感知 质量和顾客感知价值是影响顾客满意度的两个关键因素，而顾客感知质量对顾客 满意度的影响大于顾客感知价值，进而初步理清了变量之间复杂的因果关系链。 关键词：员工满意度；员工忠诚度；顾客感知质量；顾客臧知价值；顾客满意； 结构方程模型 Ⅱ AbstractCustomers’satisfaction Abstract Customers’satisfaction is of great importance to modern enterprises，especially those in the service industry,as a mean of gaining competitive advantages．Employees’ satisfaction has essential influence of customers’satisfaction and consumers’buying decision．Most of the foreign researches consider that the employees’satisfaction has influence on employees’loyalty toward the organization as well as customers’ satisfaction,customers’loyalty and the organization’s profit．However,researchers have not reached a consensus on the relationship between the employees’satisfaction and the customers’satisfaction，as some of them think the employees’satisfaction negatively influences the costumers’satisfaction，which is opposite to the service profit chain theory．With the background of Chinese culture，the influence of the employees’satisfaction on the costumers’satisfaction needs deeper exploration． In order to solve the practical problems existing in the service industry and fill up the blank in the academic research，enlightened by the fruit of foreign research，the paper using the data collected from china’s hospitalit