员工满意度与顾客满意度间的关系 毕业论文外文翻译.docx

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,positivereinforcementfromcustomersincreasesthesatisfactionofsalesemployee（Beattyetal.,1996）.Inasimilarvein,Bitneretal.（1990）positthatcustomers'inputsmakeimportantcontributionstoenhancementofservicequality,leadingtoemployeesatisfaction.GoodwinandGremler（1996）alsoarguethatemployeesareconcernedaboutcustomers'feelingsandarepleasedwhencustomersdisplayappreciationforqualityservice.Basedonthesenotions,thisstudyarguesthatcustomersatisfactioninfluencesthejobsatisfactionoftheircounterpart.Therefore:

H1-2.Customersatisfactionwillpositivelyinfluenceserviceproviders'jobsatisfaction.

Sampleandprocedures

ThisstudywasadministeredwiththecooperationofoneofleadingprivateeducationcompaniesinKorea.Thiscompanyhasabusinessmodelofprovidingeducationalservicesthroughprivatetutorswhovisitthecustomers'homesonaregularbasis.PrivateeducationservicesinKoreacanberegardedasacommercialexchangebecausecustomerspayfortheeducationservicesreceivedandprivatetutorsareconsideredserviceemployeestotheircustomers（WilliamsandAnderson,2005;YiandGong,2008）.Educationalservicesseemtobegoodcontextsfortestingourresearchpurposeasthecustomerscouldinteractwithemployeeonaregularbasisandcanobservethecounterparts.Totestthesehypotheses,dyadicdataincorporatingboththecustomerandthecorrespondingemployeeweredeveloped.ThisstudyrecruitedthecustomersandthecorrespondingprivatetutorstotesttheES-CSlink.

Thesurveyswereadministeredasfollows:

First,500customersampleswererandomlyselectedfromabout50,000customersnationwide.Questionnairesweresentto372customerswhoagreedtoparticipateinthesurvey.Afteronemonth,285questionnaireswerereturnedtous.Itturnsoutthatthesamplerepresentsthecustomerpoolappropriatelybasedonsimilarityofdemographicsbetweenthefinalsampleandthepopulation.Second,thesurveyforemployeeswasadministered.ThosewhocorrespondtocustomerswhorespondtosurveyswererecruitedforthepurposeofprobingtheES-CSrelationship.Sincetherearenomultiplecustomersfromasingletutor,itcouldbesaidthatcustomersarenotnestedwithintutors.Finally,227samples（227pairofcustomersandcorrespondingemployees）wereusedinthefinalanalysisafterdiscardingtheincompletequestionnaires.

Measures

Thisstudyusedmeasuresforkeyvariablesfromexistingstudiesandliteraturebyslightlymodifyingthemintothecontextofthecurrentstudy（educationalservice）.Allconstructswereassessedbymultipleitemsusingfive-pointscaleranging1=stronglydisagreeto5=stronglyagree.Figure1explainsthesimultaneousmodelconsideringbothemployeeandcustomerperspectives.

Employeemodel

Thisstudyexaminedfiveconstructsintheemployeemodel.Eachwasroleambiguity,roleconflict,jobsatisfaction,commitment,andintenttostay.UsedwereitemsdevelopedbyHoetal.'（1997）toassessemployeeroleambiguityandroleconflict.Also,thisstudymeasuredemployeejobsatisfactionwiththeitemsproposedbyNetemeyeretal.（1997）andHartlineandFerrell（1996）.Commitment,theemployee'sidentificationwithorganization,wasassessedwiththeitemsdevelopedbyGanesanandWeitz（1996）.IntenttostaywasmeasuredbyitemsestablishedbyGoodetal.（1996）.

Customermodel

Inthecustomermodel,fivedifferentconstructswereconsidered:

interactionquality,outcomequality,customersatisfaction,trust,andcustomerloyalty.InteractionqualityandoutcomequalityweremeasuredbyapplyinganadaptedversionofBradyandCronin's（2001）modeltailoredforthecontextofeducationalservice.CustomersatisfactionwasassessedbyadaptingtheitemsofManoandOliver（1993）andBettencourt（1997）.Theseitemswereusedtomeasurecustomer'sresponsestoserviceexperiencewiththeemployee.CustomertrustwasmeasuredbythefouritemsproposedbyRamseyandSohi（1997）.Thisstudyalsodefinedcustomerloyaltyasthecustomerhavingintentiontodothebusinesswiththeorganizationinthefutureandengagedinpositiveword-of-mouthcommunicationaboutit.CustomerloyaltywasassessedbymodifyingitemsdevelopedbyZeithamletal.（1996）.

Analysis

Structuralequationmethodologywasappliedtotestthehypothesizedmodel.Inordertospecifythemodel,eachoftheconstructswasrepresentedbymultiplemeasures.Thefirststepinthemodeltestingwastoconductamultipleitems'reliabilityandvaliditycheckbyapplyingconfirmatoryfactoranalysistoconfirmifthemultipleitemssufficientlymeasuretheproposedconstructs.Next,thehypothesizedmodelwasassessedbyestimatingthestandardizedpathcoefficientsforeachproposedrelationship.

Reliabilityandvaliditychecks

Thefirststepofthereliabilityandvaliditycheckwastoconfirmtheoverallgoodness-of-fitindicesofthemeasurementmodel.InTableI,thisstu