员工满意度与顾客满意度间的关系 毕业论文外文翻译.docx
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员工满意度与顾客满意度间的关系毕业论文外文翻译
毕业论文题目:
员工满意度和顾客满意度关系研究
英文文献原文:
Therelationshipbetweenemployeesatisfactionandcustomersatisfaction
Effortstoenhancecustomersatisfactionhavebeenconsideredcriticalbymanyorganizations,particularlythoseintheservicesector(SchmitandAllscheid,1995)andhence,havebeenresearchedbynumerousstudies.Despitevastresearchpreviouslyconductedontherelationshipbetweentheemployeesatisfactionandcustomersatisfaction,SchmitandAllscheid(1995)assertthatfurtherconceptualandempiricalevidenceisneededtorevealtherelationshipbetweenemployeesatisfactionandcustomersatisfaction.
Inpreviousresearch,employeesatisfaction(hereafterES)hasbeenfrequentlymeasuredbyaskingcustomers'perceptionofemployeeandcustomersatisfaction(hereafterCS)alsohasbeenmeasuredbyemployeesviasurvey.ThoughtheuseofindirectmeasuresinassessingESandCSisquitecommon,itstillremainsunclearwhetherthispracticeisappropriate.Asanalternativeattempttomeasurecustomerandemployeesatisfactionmoreaccurately,SchmitandAllscheid(1995)employeddyadicdatafromboththecustomerandemployeesurveysandsimultaneouslyestimatebothemployeeandcustomermodel.Theyassumedemployeejobsatisfactionwasinfluencedbytheworkclimateproducedbythecustomers,linkingemployeemodelandcustomermodelsimultaneously.Buteachmodelwasestimatedbasedondifferentlevelofdata:
Theemployeemodelwasbasedontheindividuallevel,whereascustomermodelwasbasedondatacollectedatthemultipleofficesofaservice-orientedorganization.Assuch,previousresearchwhichattempttoidentifytheES-CSrelationshiphadpotentiallimitsingaugingthefocalconstructs.
ToshowacomprehensiveframeworkdepictingtheinterplayofES-CS,thepresentstudytestedtheES-CSrelationshipinthecausalmodelswhichincorporateskeyconstructsinsteadofjustconsideringfocalvariables(i.e.ESandCS)(BrownandLam's,2008).InanattempttouncoverthelinkbetweenESandCS,thispaperreviewsinformationderivedfromrelevantpriorresearchandinvestigatewhethertherelationshipbetweenemployeesatisfactionandcustomersatisfactionisbilateralorunilateral.Thisstudyalsoexaminestheroleofmoderatingvariableswhichhaveincrementalimpactsonthislink.
HypothesisdevelopmentonES-CSrelationship
TheinfluenceofESonCS
Theinfluenceofemployeesatisfactiononcustomersatisfactionhasreceivedconsiderableattentioninmarketingliteratureandpracticeinrecentyears.Ithasbeenarguedthatbehaviorofsatisfiedemployeesplaysanimportantroleinshapingcustomers'perceptionsofbusinessinteractions(SpiroandWeitz,1990).Thisphenomenonmayoccurassatisfiedemployeesaremoreapttobefriendly,enthusiastic,attentive,andempathetictowardcustomers(Beattyetal.,1996;Rafaeli,1993).
Accordingtotheconceptofpartnereffects,apersonisinsomeway,verballyornonverbally,influencedbythecharacteristicsandbehaviorsdisplayedbyhisorhercounterpart(Dolenetal.,2002).Additionally,thecontagioneffectexplainshowsatisfiedemployeesinfluenceothersaroundthemtofeelgood(Hatfieldetal.,1993).Assuch,SchneiderandBowen(1985)saidthatemployeejobsatisfactionispositivelyrelatedtocustomers'perceptionsofservice.Thisnotionsuggeststhatemployeeswhohavehigherlevelsofjobsatisfactionalsobelievetheyareabletodeliverexcellentservice(SchlesingerandZornitsky,1991).Itisalsoexpectedthathappyorsatisfiedemployeesaremoreinclinedtosharethesepositiveemotionswithcustomers(BriefandMotowidlo,1986).ThiswasalsoconsistentwithBrownandLam(2008)whoprovidedtheempiricalevidencesshowingtherobustrelationshipbetweenemployeejobsatisfactionandcustomersatisfaction.Thus,thefollowinghypothesisisproposed:
H1-1.Employeesatisfactionwillpositivelyinfluencecustomersatisfaction.
TheinfluenceofCSonES
ComparedtotheinfluenceofESonCS,theimpactintheoppositedirection(fromCStoES)issupportedbyafewtheoriessuchasthesocialexchangetheory(KonovskyandPugh,1994)andthepsychologicalcontracttheory(RobinsonandMorrison,1995).Centraltotheseconceptionsisthenormofreciprocity(Netemeyeretal.,1997):
Customerssatisfiedwiththeircounterpartwillengageincooperativebehaviorasreciprocationforthosewhohavebenefitedthem(BatemanandOrgan,1983;Schnake,1991).Beattyetal.(1996)andGremlerandGwinner(2000)foundthatcustomerswhodevelopedabondwiththeemployeesalsowerelikelytocareaboutemployeewellbeing.Ifcustomersliketheperformanceoftheemployeeandexpressgratitudeorsatisfaction,inturn,itisalsoexpectedtoleadtoahigherlevelofemployeesatisfaction(Dolenetal.,2002).Inotherwords,positivereinforcementfromcustomersincreasesthesatisfac