員工滿意與顧客感知服務質(zhì)量相關(guān)關(guān)系的實證研究.pdf

1、天津商學院碩士學位論文員工滿意與顧客感知服務質(zhì)量相關(guān)關(guān)系的實證研究姓名：郭琳申請學位級別：碩士專業(yè)：市場營銷指導教師：韋福祥20050329ABSTRACTInrecentyearswiththedevelopmentofserviceindustrymanyenterpriseshaverealizedthatthefocusofservicemanagementistomeettheneedsoftheiremployeesandc

2、ustomersthroughwhichemployeesatisfactioncustomersatisfactionandemployeefaithfulnesscanbeachievedandlongtermcompetitionadvantagecanbeformulated.Servicequalityastheresultofserviceprocessisapreconditionofcustomersatisfactio

3、n.Duringserviceprocesscustomerskeepclosecontactwithemployeesandthenviewthebehaviorsofemployeesastheimportantcriteriaofservicequality.Thustoknowtherelationshipbetweenemployeesatisfactionandcustomerperceivedservicequalityw

4、illprovideservicecompanyaneffectivewaytomanageservicequalitythroughmanagingemployeesatisfaction.Underthesituationmentionedaboveafteranalyzingthetheoryofemployeesatisfactionandservicequalitythispaperdevelopedaconceptualmo

5、delofemployeesatisfactionemployeeservicebehaviorandservicequality.Questionnairesurveywastakentogatherrelevantinformationabouttheresearchvariables.Multivariatestatisticsanalysiswasemployedinthispapertotestresearchhypothes

6、es.Atlasttheconceptualsatisfactionmodelwasprovedtobecorrecttheinterrelationshipamongemployeebehaviorandcustomerperceivedqualitywasandaccordinglytheconclusionwasdrawthattherelationshipbetweensatisfactionandcustomerperceiv