员工满意度与顾客满意度间的关系 毕业论文外文翻译

《员工满意度与顾客满意度间的关系 毕业论文外文翻译》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。

1、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：TherelationshipbetweenemployeesatisfactionandcustomersatisfactionEffortstoenhancecustomersatisfactionhavebeenconsideredcriticalbymanyorganizations,particularlythoseintheservicesector(SchmitandAllscheid,1995)andhence,haveb

2、eenresearchedbynumerousstudies.Despitevastresearchpreviouslyconductedontherelationshipbetweentheemployeesatisfactionandcustomersatisfaction,SchmitandAllscheid(1995)assertthatfurtherconceptualandempiricalevidenceisneededtorevealtherelationshipbetweene

3、mployeesatisfactionandcustomersatisfaction.Inpreviousresearch,employeesatisfaction(hereafterES)hasbeenfrequentlymeasuredbyaskingcustomers'perceptionofemployeeandcustomersatisfaction(hereafterCS)alsohasbeenmeasuredbyemployeesviasurvey.Thoughtheuseofin

4、directmeasuresinassessingESandCSisquitecommon,itstillremainsunclearwhetherthispracticeisappropriate.Asanalternativeattempttomeasurecustomerandemployeesatisfactionmoreaccurately,SchmitandAllscheid(1995)employeddyadicdatafromboththecustomerandemployees

5、urveysandsimultaneouslyestimatebothemployeeandcustomermodel.Theyassumedemployeejobsatisfactionwasinfluencedbytheworkclimateproducedbythecustomers,linkingemployeemodelandcustomermodelsimultaneously.Buteachmodelwasestimatedbasedondifferentlevelofdata:T

6、heemployeemodelwasbasedontheindividuallevel,whereascustomermodelwasbasedondatacollectedatthemultipleofficesofaservice-orientedorganization.Assuch,previousresearchwhichattempttoidentifytheES-CSrelationshiphadpotentiallimitsingaugingthefocalconstructs.

7、ToshowacomprehensiveframeworkdepictingtheinterplayofES-CS,thepresentstudytestedtheES-CSrelationshipinthecausalmodelswhichincorporateskeyconstructsinsteadofjustconsideringfocalvariables(i.e.ESandCS)(BrownandLam's,2008).Inanattempttouncoverthelinkbetwe

8、enESandCS,thispaperreviewsinformationderivedfromrelevantpriorresearchandinvestigatewhethertherelationshipbetweenemployeesatisfactionandcustomersatisfactionisbilateralorunilateral.Thisstudyalsoexaminestheroleofmoderatingvariableswhichhaveincrementalim