服务生产力、满意度及其对服务企业绩效的影响

Q3 Business, Management and Accounting Services Marketing Quarterly Pub Date : 2020-10-01 DOI:10.1080/15332969.2020.1830640

Dong-Young Rew, Judy A. Siguaw, Xiaojing Sheng

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引用次数: 3

摘要

摘要通过服务-利润链的理论视角，考察了服务生产率对员工满意度、顾客满意度和企业绩效之间关系的影响作用。辅助数据库包括COMPUSTAT、ACSI和KLD Stats来检验研究假设。研究结果通过服务生产率和顾客满意度的中介作用，为员工满意度与企业绩效之间的服务-利润链提供了广泛的支持，从而扩展了服务生产率的研究主体。这些发现表明，在优化盈利能力的同时，管理者同时考虑了客户满意度、员工满意度和服务生产力之间的相互关系。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Service Productivity, Satisfaction, and the Impact on Service Firm Performance

Abstract The role of service productivity in influencing the relationships among employee satisfaction, customer satisfaction, and firm performance through the theoretical lens of service-profit chain is examined. Secondary databases including COMPUSTAT, ACSI, and KLD Stats were used in testing the research hypotheses. Study findings provide broad support for the service-profit chain linking employee satisfaction to firm performance through the mediating effects of service productivity and customer satisfaction, thus extending the body of research on service productivity. These findings suggest that while optimizing profitability, managers simultaneously consider the interrelationships between customer satisfaction, employee satisfaction, and service productivity.

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.