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ID:241078
大小:82.50 KB
页数:10页
时间:2017-07-13
《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,havebeenresearchedbynumerousstudies.Despitevastrese
2、archpreviouslyconductedontherelationshipbetweentheemployeesatisfactionandcustomersatisfaction,SchmitandAllscheid(1995)assertthatfurtherconceptualandempiricalevidenceisneededtorevealtherelationshipbetweenemployeesatisfactionandcustomersatisfaction.Inpreviousresearch,employeesatisfaction(hereafter
3、ES)hasbeenfrequentlymeasuredbyaskingcustomers'perceptionofemployeeandcustomersatisfaction(hereafterCS)alsohasbeenmeasuredbyemployeesviasurvey.ThoughtheuseofindirectmeasuresinassessingESandCSisquitecommon,itstillremainsunclearwhetherthispracticeisappropriate.Asanalternativeattempttomeasurecustome
4、randemployeesatisfactionmoreaccurately,SchmitandAllscheid(1995)employeddyadicdatafromboththecustomerandemployeesurveysandsimultaneouslyestimatebothemployeeandcustomermodel.Theyassumedemployeejobsatisfactionwasinfluencedbytheworkclimateproducedbythecustomers,linkingemployeemodelandcustomermodelsi
5、multaneously.Buteachmodelwasestimatedbasedondifferentlevelofdata:Theemployeemodelwasbasedontheindividuallevel,whereascustomermodelwasbasedondatacollectedatthemultipleofficesofaservice-orientedorganization.Assuch,previousresearchwhichattempttoidentifytheES-CSrelationshiphadpotentiallimitsingaugin
6、gthefocalconstructs.ToshowacomprehensiveframeworkdepictingtheinterplayofES-CS,thepresentstudytestedtheES-CSrelationshipinthecausalmodelswhichincorporateskeyconstructsinsteadofjustconsideringfocalvariables(i.e.ESandCS)(BrownandLam's,2008).InanattempttouncoverthelinkbetweenESandCS,thispaperreviews
7、informationderivedfromrelevantpriorresearchandinvestigatewhethertherelationshipbetweenemployeesatisfactionandcustomersatisfactionisbilateralorunilateral.Thisstudyalsoexaminestheroleofmoderatingvariableswhichhaveincrementalim
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