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.

摘要

通过服务利润链的理论视角，研究了服务生产力在影响员工满意度、客户满意度和公司绩效之间关系中的作用。包括 COMPUSTAT、ACSI 和 KLD Stats 在内的二级数据库用于测试研究假设。研究结果为通过服务生产率和顾客满意度的中介效应将员工满意度与企业绩效联系起来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，管理人员会同时考虑客户满意度、员工满意度和服务生产力之间的相互关系。