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员工满意度与顾客满意度间的关系 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:
The relationship between employee satisfaction and customer satisfaction
Efforts 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 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 customer 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 quite 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 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, whereas 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-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
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