员工满意度与顾客满意度间的关系 毕业论文外文翻译.doc

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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：The relationship between employee satisfaction and customer satisfactionEfforts to enhance customer satisfaction have been considered critical by many organizations, particularly those in the service sector (Schmit and Allscheid, 1995) and hence, have been researched by

2、numerous studies. Despite vast research previously conducted on the relationship between the employee satisfaction and customer satisfaction, Schmit and Allscheid (1995) assert that further conceptual and empirical evidence is needed to reveal the relationship between employee satisfaction and custo

3、mer satisfaction.In previous research, employee satisfaction (hereafter ES) has been frequently measured by asking customers perception of employee and customer satisfaction (hereafter CS) also has been measured by employees via survey. Though the use of indirect measures in assessing ES and CS is q

4、uite common, it still remains unclear whether this practice is appropriate. As an alternative attempt to measure customer and employee satisfaction more accurately, Schmit and Allscheid (1995) employed dyadic data from both the customer and employee surveys and simultaneously estimate both employee

5、and customer model. They assumed employee job satisfaction was influenced by the work climate produced by the customers, linking employee model and customer model simultaneously. But each model was estimated based on different level of data: The employee model was based on the individual level, wher

6、eas customer model was based on data collected at the multiple offices of a service-oriented organization. As such, previous research which attempt to identify the ES-CS relationship had potential limits in gauging the focal constructs.To show a comprehensive framework depicting the interplay of ES-

7、CS, the present study tested the ES-CS relationship in the causal models which incorporates key constructs instead of just considering focal variables (i.e. ES and CS) (Brown and Lams, 2008). In an attempt to uncover the link between ES and CS, this paper reviews information derived from relevant pr

8、ior research and investigate whether the relationship between employee satisfaction and customer satisfaction is bilateral or unilateral. This study also examines the role of moderating variables which have incremental impacts on this link.Hypothesis development on ES-CS relationshipThe influence of

9、 ES on CSThe influence of employee satisfaction on customer satisfaction has received considerable attention in marketing literature and practice in recent years. It has been argued that behavior of satisfied employees plays an important role in shaping customers perceptions of business interactions

10、 (Spiro and Weitz, 1990). This phenomenon may occur as satisfied employees are more apt to be friendly, enthusiastic, attentive, and empathetic toward customers (Beatty et al., 1996; Rafaeli, 1993).According to the concept of partner effects, a person is in some way, verbally or nonverbally, influen

11、ced by the characteristics and behaviors displayed by his or her counterpart (Dolen et al., 2002). Additionally, the contagion effect explains how satisfied employees influence others around them to feel good (Hatfield et al., 1993). As such, Schneider and Bowen (1985) said that employee job satisfa

12、ction is positively related to customers perceptions of service. This notion suggests that employees who have higher levels of job satisfaction also believe they are able to deliver excellent service (Schlesinger and Zornitsky, 1991). It is also expected that happy or satisfied employees are more in

13、clined to share these positive emotions with customers (Brief and Motowidlo, 1986). This was also consistent with Brown and Lam (2008) who provided the empirical evidences showing the robust relationship between employee job satisfaction and customer satisfaction. Thus, the following hypothesis is p

14、roposed:H1-1. Employee satisfaction will positively influence customer satisfaction.The influence of CS on ESCompared to the influence of ES on CS, the impact in the opposite direction (from CS to ES) is supported by a few theories such as the social exchange theory (Konovsky and Pugh, 1994) and the

15、 psychological contract theory (Robinson and Morrison, 1995). Central to these conceptions is the norm of reciprocity (Netemeyer et al., 1997): Customers satisfied with their counterpart will engage in cooperative behavior as reciprocation for those who have benefited them (Bateman and Organ, 1983;

16、Schnake, 1991). Beatty et al. (1996)and Gremler and Gwinner (2000) found that customers who developed a bond with the employees also were likely to care about employee wellbeing. If customers like the performance of the employee and express gratitude or satisfaction, in turn, it is also expected to

17、lead to a higher level of employee satisfaction (Dolen et al., 2002). In other words, positive reinforcement from customers increases the satisfaction of sales employee (Beatty et al., 1996). In a similar vein, Bitner et al. (1990) posit that customers inputs make important contributions to enhancem

18、ent of service quality, leading to employee satisfaction. Goodwin and Gremler (1996) also argue that employees are concerned about customers feelings and are pleased when customers display appreciation for quality service. Based on these notions, this study argues that customer satisfaction influenc

19、es the job satisfaction of their counterpart. Therefore:H1-2. Customer satisfaction will positively influence service providers job satisfaction.Sample and proceduresThis study was administered with the cooperation of one of leading private education companies in Korea. This company has a business m

20、odel of providing educational services through private tutors who visit the customers homes on a regular basis. Private education services in Korea can be regarded as a commercial exchange because customers pay for the education services received and private tutors are considered service employees t

21、o their customers (Williams and Anderson, 2005; Yi and Gong, 2008). Educational services seem to be good contexts for testing our research purpose as the customers could interact with employee on a regular basis and can observe the counterparts. To test these hypotheses, dyadic data incorporating bo

22、th the customer and the corresponding employee were developed. This study recruited the customers and the corresponding private tutors to test the ES-CS link.The surveys were administered as follows: First, 500 customer samples were randomly selected from about 50,000 customers nationwide. Questionn

23、aires were sent to 372 customers who agreed to participate in the survey. After one month, 285 questionnaires were returned to us. It turns out that the sample represents the customer pool appropriately based on similarity of demographics between the final sample and the population. Second, the surv

24、ey for employees was administered. Those who correspond to customers who respond to surveys were recruited for the purpose of probing the ES-CS relationship. Since there are no multiple customers from a single tutor, it could be said that customers are not nested within tutors. Finally, 227 samples

25、(227 pair of customers and corresponding employees) were used in the final analysis after discarding the incomplete questionnaires.MeasuresThis study used measures for key variables from existing studies and literature by slightly modifying them into the context of the current study (educational ser

26、vice). All constructs were assessed by multiple items using five-point scale ranging 1=strongly disagree to 5=strongly agree. Figure 1 explains the simultaneous model considering both employee and customer perspectives.Employee modelThis study examined five constructs in the employee model. Each was

27、 role ambiguity, role conflict, job satisfaction, commitment, and intent to stay. Used were items developed by Ho et al. (1997) to assess employee role ambiguity and role conflict. Also, this study measured employee job satisfaction with the items proposed by Netemeyer et al. (1997) and Hartline and

28、 Ferrell (1996). Commitment, the employees identification with organization, was assessed with the items developed by Ganesan and Weitz (1996). Intent to stay was measured by items established by Good et al. (1996).Customer modelIn the customer model, five different constructs were considered: inter

29、action quality, outcome quality, customer satisfaction, trust, and customer loyalty. Interaction quality and outcome quality were measured by applying an adapted version of Brady and Cronins (2001)model tailored for the context of educational service. Customer satisfaction was assessed by adapting t

30、he items of Mano and Oliver (1993) and Bettencourt (1997). These items were used to measure customers responses to service experience with the employee. Customer trust was measured by the four items proposed by Ramsey and Sohi (1997). This study also defined customer loyalty as the customer having i

31、ntention to do the business with the organization in the future and engaged in positive word-of-mouth communication about it. Customer loyalty was assessed by modifying items developed by Zeithaml et al. (1996).AnalysisStructural equation methodology was applied to test the hypothesized model. In or

32、der to specify the model, each of the constructs was represented by multiple measures. The first step in the model testing was to conduct a multiple items reliability and validity check by applying confirmatory factor analysis to confirm if the multiple items sufficiently measure the proposed constr

33、ucts. Next, the hypothesized model was assessed by estimating the standardized path coefficients for each proposed relationship.Reliability and validity checksThe first step of the reliability and validity check was to confirm the overall goodness-of-fit indices of the measurement model. In Table I,

34、 this study presents the results for both the customer model and the employee model. Since the GFI and AGFI may contain inconsistencies due to sampling characteristics (Hoyle and Panter, 1995), this study substituted two fit indices with TLI and CFI. 2 and RMSEA are also included as fit indices sinc

35、e it is generally recommended to incorporate at least 4 indices to confirm general fitness (Kline, 1998).In conducting confirmatory factor analysis, added were related variables such as customer satisfaction in the employee model and employee satisfaction in the customer model. The indices of employ

36、ee model include the following results: the chi-squire statistic was 367.5 with 194 degree of freedom, comparative fit index (CFI) was 0.989, TLI was 0.986, and the root mean square error of approximation (RMSEA) was 0.063. The fitness of customer model was 2 (155)=247.3, CFI=0.995, TLI=0.993, RMSEA

37、=0.051. According to the outcomes, the model fitness was adequate for both models because the values of CFI and TLI in the 0.90 range have been known as the adequate fit for these indices and RMSEA is lower than the criteria proposed by Browne and Cudeck (1992).The reliability and inter-correlations

38、 of the constructs are reported in Tables I-III. Given that this study consisted of dyadic data, this process conducted within each domain. In Table I, the evidence of internal consistency is provided by the composite reliability. It is regarded as a less constraining index for measuring internal co

39、nsistency compared to Cronbachs alpha (Homburg and Giering, 2001). All values are higher than the criteria proposed by Venkatraman (1990), as Table I shows, the composite reliability ranged from 0.627 to 0.883.Also, the correlations ( estimates) among the latent variables are included in Tables II a

40、nd III. Table II contains the outcomes of the employee model and Table III presents the results of customer model. This study performed test of discriminant validity among the factors based on estimates. Table II showed that there are no correlation estimates which comprise 1 in confidence intervals

41、 (2SE) at the employee model. Also, the AVE values were greater than the squared coefficients (Bagozzi and Yi, 1988). Thus, it could be said that all measurements achieved criterion for discriminant validity (Anderson and Gerbing, 1988). The values of correlation estimates ranged from 0.483 to 0.844

42、. In the customer model, the confidence intervals of all values (2SE) were also under 1 and the square roots of AVE values were greater than the coefficients. These outcomes also explained that all estimates achieved the criterion for discriminant validity in the customer model. Table III shows that

43、 the values of correlation estimates ranged from 0.419 to 0.850 in the customer model.ResultsAccording to the model fitness analysis, our hypotheses linking the employ model with the customer model fit well ( 2 (584)=939.4, CFI=0.987, TLI=0.985, RMSEA=0.052). The overall fit of the structural model

44、was adequate, and the standardized path estimates indicate significant relationships among the constructs. In Table IV, this study present the results of the structural equation model depicted in Figure 1. All paths were statistically significant with the only exception occurring in the path from cu

45、stomer satisfaction to job satisfaction. Since the unilateral model can be nested in the bilateral model, the improvement in fit is assessed by comparing the chi square difference between the bilateral model and each unilateral model.The model testing is conducted by comparing the baseline model (i.

46、e. bilateral model) with the test model (i.e. unilateral model) in which imposes a relationship of zero on the path from ES to CS or on the path from CS to ES at the bilateral model. The results of these comparisons, reported in Table V, indicate that failure of the path from ES to CS causes it to f

47、it the data significantly worse than the baseline model, supporting H1-1. On the other hand, the chi square difference between the unilateral model assuming a path from ES to CS and the baseline model indicates that adding a path from CS to ES does not improve its fit. Therefore, H1-2 was not suppor

48、ted.DiscussionH1 provided partial support for our conceptions derived from the previous studies related with the ES-CS relationship. The influence of employee satisfaction on customer satisfaction was found to be significant, supporting H1-1, but the path from customer satisfaction to employee satis

49、faction (H1-2) was not significant. This partial support indicates that the relationship between employee satisfaction and customer satisfaction is unilateral rather than mutual. Given no significance of customer satisfaction on employee satisfaction, employee satisfaction seems to be affected less by customer satisfaction, possibly more by other factors (e.g. pay, co-workers, and supervisor). Simply stated, the results show that employees job satisfaction leads to an increase in custome