| 员工满意度、服务质量和顾客满意度之间的关系综述 |
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| 引用本文： | 黄叶萍,江若尘.员工满意度、服务质量和顾客满意度之间的关系综述[J].企业活力,2011(10):93-96. |
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| 作者姓名： | 黄叶萍 江若尘 |
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| 作者单位： | 1. 安徽财经大学工商管理学院,蚌埠,233030
2. 上海财经大学500强企业研究中心,上海,200433 |
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| 基金项目： | 2011年度国家社科基金项目“民营大企业转型利益相关者的委托代理关系研究”(编号:11BGL049)的阶段性成果 |
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| 摘 要： | 在商品日益趋近同质化的今天,企业通过产品质量和技术优势等来赢得竞争已变得越来越困难,因此从顾客方面来入手越来越受到企业的重视。从顾客方面入手,即是让顾客满意,顾客满意主要是通过顾客感知的服务质量来衡量的。而服务的提供者是企业的员工,从而企业要使员工满意。
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| 关 键 词： | 员工满意度 服务质量 顾客满意度 |
The Summary of the Relationship among the Employee Satisfaction,Service Quality and Customer Satisfaction |
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| Huang Ye-ping,Jiang Ruo-chen.The Summary of the Relationship among the Employee Satisfaction,Service Quality and Customer Satisfaction[J].Enterprise Vitality,2011(10):93-96. |
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| Authors: | Huang Ye-ping Jiang Ruo-chen |
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| Institution: | Huang Ye-ping1,Jiang Ruo-chen2(1.College of Business Administration,Anhui University of Finance and Economics,Bengbu 233030,China,2.Top 500 Enterprises Research Center of Shanghai University of Finance and Economics,Shanghai 200433,China) |
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| Abstract: | The commodity is reaching the homogeneity increasingly today.It has become more and more difficult that the enterprises win the competition by the product quality and technical advantage.Therefore,the enterprises pay more attentions to the customers.From the aspect of the customer means keeping the customers satisfied,and the customer satisfaction is mainly measured by the customer perception of service quality.Then,the service provider is the enterprises' employees.So the enterprises should make employees ... |
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| Keywords: | employee satisfaction service quality customer satisfaction |
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