ABSTRACT

This research, drawing on dyadic data, is one of the first to assess the significance of employee satisfaction in driving customer satisfaction and service quality within a utilitarian context. Multi-level structural equation modelling is employed to analyse 974 customers directly matched to 95 employees across 15 retail grocery stores. Our key empirical finding is that within a utilitarian context, and using a multi-level approach, employee satisfaction does not have a significant direct effect on either customer satisfaction or customer service quality perceptions. Perceptions of price competitiveness assume a more significant role in both customer satisfaction and service quality perceptions than employee satisfaction. Utilitarian store managers should focus their efforts on appropriate service strategies where employee satisfaction still plays a key role.

摘要

这项研究利用二元数据，是第一个评估员工满意度在功利主义背景下推动客户满意度和服务质量的重要性的研究之一。采用多级结构方程模型来分析 15 家零售杂货店中与 95 名员工直接匹配的 974 名客户。我们的主要实证发现是，在功利主义背景下，使用多层次方法，员工满意度对客户满意度或客户服务质量感知没有显着的直接影响。与员工满意度相比，价格竞争力的认知在客户满意度和服务质量认知中扮演着更重要的角色。