员工满意度与顾客满意度间的关系毕业论文外文翻译

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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,havebeenresearchedbynumerousstudies.Despitevastresear

2、chpreviouslyconductedontherelationshipbetweentheemployeesatisfactionandcustomersatisfaction,SchmitandAllscheid(1995)assertthatfurtherconceptualandempiricalevidenceisneededtorevealtherelationshipbetweenemployeesatisfactionandcustomersatisfaction.Inpreviousresearch,employeesatisfaction(hereafterES)h

3、asbeenfrequentlymeasuredbyaskingcustomers'perceptionofemployeeandcustomersatisfaction(hereafterCS)alsohasbeenmeasuredbyemployeesviasurvey.ThoughtheuseofindirectmeasuresinassessingESandCSisquitecommon,itstillremainsunclearwhetherthispracticeisappropriate.Asanalternativeattempttomeasurecustomerandem

4、ployeesatisfactionmoreaccurately,SchmitandAllscheid(1995)employeddyadicdatafromboththecustomerandemployeesurveysandsimultaneouslyestimatebothemployeeandcustomermodel.Theyassumedemployeejobsatisfactionwasinfluencedbytheworkclimateproducedbythecustomers,linkingemployeemodelandcustomermodelsimultaneo

5、usly.Buteachmodelwasestimatedbasedondifferentlevelofdata:Theemployeemodelwasbasedontheindividuallevel,whereascustomermodelwasbasedondatacollectedatthemultipleofficesofaservice-orientedorganization.Assuch,previousresearchwhichattempttoidentifytheES-CSrelationshiphadpotentiallimitsingaugingthefocalc

6、onstructs.ToshowacomprehensiveframeworkdepictingtheinterplayofES-CS,thepresentstudytestedtheES-CSrelationshipinthecausalmodelswhichincorporateskeyconstructsinsteadofjustconsideringfocalvariables(i.e.ESandCS)(BrownandLam's,2008).InanattempttouncoverthelinkbetweenESandCS,thispaperreviewsinformationd

7、erivedfromrelevantpriorresearchandinvestigatewhethertherelationshipbetweenemployeesatisfactionandcustomersatisfactionisbilateralorunilateral.Thisstudyalsoexaminestheroleofmoderatingvariableswhichhaveincrementalim