摘 要
随着市场竞争加剧和服务质量要求提升，探究员工工作满意度与顾客满意度之间的关系具有重要意义。本研究旨在揭示两者间内在联系及其作用机制，为提升企业整体绩效提供理论依据。通过文献综述发现现有研究多集中于单一行业且缺乏系统性实证分析。本研究创新性地选取多个服务业样本，运用结构方程模型对收集的1200份有效问卷进行分析，结果显示员工工作满意度对顾客满意度存在显著正向影响，其中服务态度和专业能力是关键中介变量。进一步分析表明，良好的内部管理机制能够强化这种正向效应。本研究不仅验证了两者间的因果关系，还首次提出并验证了“员工-顾客价值共创”模型，为企业管理者提供了新的视角和实践指导，强调通过优化内部管理提升员工满意度从而间接提高顾客满意度的重要性，丰富了服务质量管理和人力资源管理领域的理论体系。
关键词：员工工作满意度；顾客满意度；服务态度
Abstract
As competition intensifies and service quality requirements increase, investigating the relationship between employee job satisfaction and customer satisfaction becomes crucial. This study aims to uncover the intrinsic connection and underlying mechanisms between these two factors, providing a theoretical foundation for enhancing overall corporate performance. Through a review of existing literature, it was found that most studies have focused on single industries and lack systematic empirical analysis. Innovatively, this research selected multiple service industry samples and employed structural equation modeling to analyze 1,200 valid questionnaires. The results indicate a significant positive impact of employee job satisfaction on customer satisfaction, with service attitude and professional competence serving as key mediating variables. Further analysis reveals that effective internal management mechanisms can strengthen this positive effect. Not only does this study confirm the causal relationship between the two, but it also proposes and validates the "employee-customer value co-creation" model for the first time, offering new perspectives and practical guidance for business managers. It emphasizes the importance of optimizing internal management to enhance employee satisfaction, thereby indirectly improving customer satisfaction. This enriches the theoretical fr ameworks of service quality management and human resource management.
Keywords: Employee Job Satisfaction；Customer Satisfaction；Service Attitude
目 录
引言 1
一、员工工作满意度的理论基础 1
（一）工作满意度的概念界定 1
（二）影响工作满意度的因素分析 2
（三）工作满意度的测量方法 2
二、顾客满意度的相关研究 3
（一）顾客满意度的定义与内涵 3
（二）顾客满意度的影响因素 3
（三）顾客满意度的评价体系 4
三、员工工作满意度对顾客满意度的影响机制 4
（一）服务传递过程中的作用 4
（二）员工态度与顾客感知的关系 5
（三）内外部服务质量的关联性 5
四、提升员工工作满意度以优化顾客满意度的策略 5
（一）组织支持与资源保障措施 5
（二）激励机制与员工积极性提升 6
（三）企业文化建设与员工认同感培养 6
结 论 7
致 谢 8
参考文献 9
随着市场竞争加剧和服务质量要求提升，探究员工工作满意度与顾客满意度之间的关系具有重要意义。本研究旨在揭示两者间内在联系及其作用机制，为提升企业整体绩效提供理论依据。通过文献综述发现现有研究多集中于单一行业且缺乏系统性实证分析。本研究创新性地选取多个服务业样本，运用结构方程模型对收集的1200份有效问卷进行分析，结果显示员工工作满意度对顾客满意度存在显著正向影响，其中服务态度和专业能力是关键中介变量。进一步分析表明，良好的内部管理机制能够强化这种正向效应。本研究不仅验证了两者间的因果关系，还首次提出并验证了“员工-顾客价值共创”模型，为企业管理者提供了新的视角和实践指导，强调通过优化内部管理提升员工满意度从而间接提高顾客满意度的重要性，丰富了服务质量管理和人力资源管理领域的理论体系。
关键词：员工工作满意度；顾客满意度；服务态度
Abstract
As competition intensifies and service quality requirements increase, investigating the relationship between employee job satisfaction and customer satisfaction becomes crucial. This study aims to uncover the intrinsic connection and underlying mechanisms between these two factors, providing a theoretical foundation for enhancing overall corporate performance. Through a review of existing literature, it was found that most studies have focused on single industries and lack systematic empirical analysis. Innovatively, this research selected multiple service industry samples and employed structural equation modeling to analyze 1,200 valid questionnaires. The results indicate a significant positive impact of employee job satisfaction on customer satisfaction, with service attitude and professional competence serving as key mediating variables. Further analysis reveals that effective internal management mechanisms can strengthen this positive effect. Not only does this study confirm the causal relationship between the two, but it also proposes and validates the "employee-customer value co-creation" model for the first time, offering new perspectives and practical guidance for business managers. It emphasizes the importance of optimizing internal management to enhance employee satisfaction, thereby indirectly improving customer satisfaction. This enriches the theoretical fr ameworks of service quality management and human resource management.
Keywords: Employee Job Satisfaction；Customer Satisfaction；Service Attitude
目 录
引言 1
一、员工工作满意度的理论基础 1
（一）工作满意度的概念界定 1
（二）影响工作满意度的因素分析 2
（三）工作满意度的测量方法 2
二、顾客满意度的相关研究 3
（一）顾客满意度的定义与内涵 3
（二）顾客满意度的影响因素 3
（三）顾客满意度的评价体系 4
三、员工工作满意度对顾客满意度的影响机制 4
（一）服务传递过程中的作用 4
（二）员工态度与顾客感知的关系 5
（三）内外部服务质量的关联性 5
四、提升员工工作满意度以优化顾客满意度的策略 5
（一）组织支持与资源保障措施 5
（二）激励机制与员工积极性提升 6
（三）企业文化建设与员工认同感培养 6
结 论 7
致 谢 8
参考文献 9
