【作者】 成达建；

【导师】 薛声家；

【作者基本信息】 暨南大学 ， 企业管理， 2011， 博士

【摘要】 本文基于员工—顾客满意映射的概念,结合服务利润链理论和情绪感染理论,把顾客感知服务质量作为员工工作满意与顾客满意之间的中介变量构造概念模型,并利用配对样本在员工—顾客个人层次上对员工工作满意对顾客感知服务质量不同维度影响中的调节效应进行实证研究。本研究的调节变量包括员工情绪表现力和情绪敏感度等两项员工的个人特征、顾客年龄与学历等两项顾客的个人特征以及顾客—员工(企业)之间关系强度。本文第四章对情绪表现力和情绪敏感度量表、员工工作满意量表和顾客感知服务质量量表进行了预研究,并利用预研究的结果进行问卷设计。预研究检验了这些测量量表的信度和效度,并发现顾客感知服务质量由基本服务质量和人际沟通质量两个维度构成。本文第五章利用预研究的结果设计调查问卷,在美发行业和餐饮行业进行问卷调查,样本数据包含389对有效配对的员工—顾客配对问卷,其中美发行业包含54家公司193对问卷,餐饮行业包含35家公司196对问卷。该项实证研究得出三点结论,第一点结论是员工情绪敏感度在员工工作满意对人际沟通质量的影响中存在负向的调节效应,第二点结论是顾客年龄在员工工作满意对基本服务质量和人际沟通质量的影响中均存在负向的调节效应,第三点结论是员工情绪敏感度在员工工作满意对人际沟通质量影响中的调节效应要比在员工工作满意对基本服务质量影响中更强。本文第六章和第七章在实证研究结果的基础上对服务企业的市场策略、组织模式和发展战略提出建议,并对本研究的创新之处和理论贡献、研究局限性以及今后的研究方向进行讨论。更多还原

【Abstract】 Based on the concept of employee-customer satisfaction mirror, this dissertation, combining the service-profit-chain theory and emotional contagion theory, proposes a concept model with customer perceived service quality as mediator between employee job satisfaction and customer satisfaction. An empirical analysis with matched sample is reported in this dissertation, which examines moderation effect among the influence of employee job satisfaction on different dimensions of customer perceived service quality at the employee-customer individual level. The moderators of the concept model include employee characteristics such as emotional expressiveness and emotional sensitivity, customer characteristics such as age and education, and relationship intensity between customer and employee (or company).In the fourth chapter, pilot surveys of the scales of emotional expressiveness, emotional sensitivity, employee job satisfaction and customer perceived service quality are reported. In pilot surveys, the author examines reliability and validity of these scales, and discovers that customer perceived service quality is composed of two dimensions such as basic service quality and interpersonal communication quality.In the fifth chapter, the author designs questionnaires using the results of pilot surveys, and conducts a survey in hairdressing industry and restaurant industry. The sample includes 389 available pairs of employee-customer matched questionnaires, in which there are 193 pairs of questionnaires of 54 companies in hairdressing industry and 196 pairs of questionnaires of 35 companies in restaurant industry. There are three conclusions can be drawn from this empirical study. The first one is that employee’s emotional sensitivity has a negative moderation effect among the influence of employee job satisfaction on interpersonal communication quality. The second one is that customer age has a negative moderation effect among the influence of employee job satisfaction on basic service quality & interpersonal communication quality. The third one is that the higher emotional sensitivity of employee, the stronger moderation effect among the influence of employee job satisfaction on interpersonal communication quality than among the influence of employee job satisfaction on basic service quality.In the sixth chapter and the seventh chapter, the dissertation, based on the empirical analysis results, proposes suggestions for marketing tactics, mode of organizing and development strategy of service organizations, and discusses innovations and theoretical contributions, research limitations and future researches of this study.更多还原