Transmission Mechanism between Employee Satisfaction and Customer Satisfaction: A Case of Large-Scale Chain Supermarket

摘要：

This paper has conducted a case study on the transmission mechanism between employee satisfaction and customer satisfaction based on the data of large-scale chain supermarket. With the investigation data, the authors revised the questionnaire, proposed seven hypotheses, and then testified model with Structural Equation Model (SEM). The results show that, employee satisfaction and employee loyalty of large-scale chain supermarket have no direct influence on customer satisfaction. Employee satisfaction has indirect influence on customer satisfaction through employee loyalty and perceived employee service quality.

作者: Sun Zehou Zeng Wenjia Tarikul Islam

作者单位: School of Management,Wuhan University of Technology,Wuhan,P.R.China,430070

会议类型: 国际会议

会议名称: The 7th International Conference on Innovation and Management(第七届创新与管理国际会议 ICIM 2010)

会议地点: 武汉

会议语种:英文

页码: 1312-1316

在线出版日期: 2010-12-04（万方平台首次上网日期，不代表论文的发表时间）