The impact of employee satisfaction on quality and profitability in high-contact service industries
The impact of employee satisfaction on quality and profitability in high-contact service industries
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DOI：
10.1016/j.jom.2008.01.001
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发表时间：
2008-09
影响因子：
7.8
通讯作者：
R. Yee;A. Yeung;T. Cheng
中科院分区：
文献类型：
--
作者：
R. Yee;A. Yeung;T. Cheng
现存的运营管理文献已经广泛地研究了质量、客户满意度和企业盈利能力之间的关系。然而，员工属性对这些绩效维度的影响很少被研究。在这项研究中，我们调查了员工满意度对高接触服务行业的经营业绩的影响。基于香港206家服务性商店的实证研究，我们检验了员工满意度、服务质量、顾客满意度和企业盈利能力之间的假设关系。使用结构方程模型，我们发现，员工满意度显着相关的服务质量和客户满意度，而后者反过来影响企业的盈利能力。我们还发现，企业盈利能力对员工满意度有中度的非递归影响，导致一个“满意度-质量-利润周期”。我们的实证调查表明，员工满意度是一个重要的考虑因素，为运营经理，以提高服务质量和客户满意度。我们提供的经验证据表明，员工满意度在提高高接触服务行业的组织的运营绩效方面发挥着重要作用。
The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high-contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability. Using structural equations modeling, we found that employee satisfaction is significantly related to service quality and to customer satisfaction, while the latter in turn influences firm profitability. We also found that firm profitability has a moderate non-recursive effect on employee satisfaction, leading to a “satisfaction–quality–profit cycle”. Our empirical investigation suggests that employee satisfaction is an important consideration for operations managers to boost service quality and customer satisfaction. We provide empirical evidence that employee satisfaction plays a significant role in enhancing the operational performance of organizations in the high-contact service sector.