有满意的员工就会有满意的顾客吗?——员工敬业度的影响  

Do Job-Satisfaction Employees Always Result in Customers’Satisfaction?——On the Effect of Employees’ Professional Dedication

作　　者：温碧燕[1] 

机构地区：[1]暨南大学管理学院,广东广州510632

出　　处：《旅游学刊》2011年第5期68-76,共9页Tourism Tribune

基　　金：国家自然科学基金(70902020)资助~~

摘　　要：文章探讨员工敬业度对工作满意度和顾客满意度之间关系的影响。研究结果表明:员工敬业度包含3个独立的维度,即精力充沛、奉献精神和专心致志;与敬业度较低的服务人员相比较,敬业度较高的服务人员的工作满意感及其服务的顾客的满意感都比较高;对敬业度较高的服务人员而言,工作满意感与顾客满意感之间存在显著的正相关关系,而对敬业度较低的服务人员而言,工作满意度与顾客满意度之间并不存在显著的相关关系,而且他们之间的相关系数是负值,换句话说,对敬业度水平较低的服务人员来说,高的工作满意度不仅不会带来顾客满意度的上升,而且可能带来顾客满意度的下降。The paper tries to explore the effects of employees’ professional dedication on the relationship between job satisfaction and customers ’ satisfaction.The study results indicate that employees’professional dedication is composed of three independent dimensions： vigor,devotion and absorption.As compared with employees with low level of professional devotion,employees with higher level of dedication will feel their jobs more satisfying and make their customers more satisfied.As far as the employees with higher dedication is concerned,there is significantly positive correlation between job satisfaction and customers’ satisfaction,whereas for the employees with low level of dedication,there is not significantly positive correlation between job satisfaction and customer satisfaction,but their relative coefficient is negative.In other words,for the attendants with lower level of professional dedication,their higher job satisfaction will not result in the rise of customers satisfaction,but may bring about the decline of customers’satisfaction.

关 键 词：员工敬业度 工作满意感 顾客满意感 

分 类 号：F272.92[经济管理—企业管理]