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題名：員工滿意度與顧客滿意度相關性之研究--臺灣醫療院所之實證分析
書刊名：全球商管研究
作者：謝錦堂 引用關係／徐純慧 引用關係／王嵩竑
作者(外文)：Hsieh, Jin-Tang／Hsu, Chun-Hui／Wang, Song-Hong
出版日期：2006
卷期：1:1
頁次：頁111-139
主題關鍵詞：員工滿意度；顧客滿意度；服務品質；服務利潤鏈；Employee satisfaction；Customer satisfaction；Service quality；Service profit chain
原始連結：連回原系統網址new window
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  • 共同引用共同引用:16
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自1980年代服務品質及關係行銷相繼提出後，服務人員在服務提供之重要性開始受到重視，使原本分屬企業內部及外部系統，且各自蓬勃發展的員工滿意度與顧客滿意度兩大研究領域之聯結性及相關性也開始被注意。學者普遍認為，員工滿意度與顧客滿意度存在高度正相關，但以此論述之實證研究卻相當貧乏。Heskett(1994)等學者提出服務利潤鏈後，國內外開始出現以此架構之相關研究，但對於此橫跨組織內外部之研究，由於研究設計及量測較為複雜，以致實證研究之數量仍屬少數，且以此架構所進行之實證，不是著重系統內個別領域而無聯結，就是驗證整個系統所有聯結關係，反而模糊「有滿意的員工，才有滿意的顧客」的原始觀點。 緣此，本研究以服務利潤鏈架構為基礎，並根據相關理論與實證研究文獻之探討，提出服務業員工滿意度影響服務品質，進而影響顧客滿意度之理論架構，以填補過去相關研究之落差，並以七家臺灣小型醫療院所進行實證。本研究引用普遍被相關研究採行之JDI員工滿意度量表，及修正之SERVPERF醫院服務品質與病人滿意度問卷，分別作為量測員工滿意度及服務品質與病人滿意度之工具。「醫院員工工作滿意度」、「醫院服務品質與病人滿意度」問卷分別發出476份及510份，回收之有效問卷分別為377份及252份，有效問卷回收率分別達79.2％及49.4％。 本研究結果顯示：1.「直屬上司」、「工作本身」、「工作夥伴」、「薪資」及「升遷」因素構面影響醫院員工之工作滿意度。2.PZB服務品質之「有形性」、「接近性」、「了解顧客」、「禮貌性」、「可靠性」、「安全性」、「信任」、「反應性」、「溝通」十個因素構面影響醫院病人知覺服務品質。3.醫院員工工作滿意度與病人知覺醫院服務品質有正向且顯著之影響。4.病人知覺醫院服務品質對病人滿意度有正向且顯著之影響。5.醫院員工滿意度對病人滿意度有正向且顯著之影響。
Since the concepts of service quality and relationship marketing were proposed in 1980’s, people started to pay attention on how service supplier’s employees affect service quality and customer satisfaction. The relationship among employee satisfaction and customer satisfaction began to popularly discuss since that time. Scholars commonly believe that satisfied employee lead satisfied customer, but correlated empirical researches are very poor. Heskett et al. (1994) opinioned service profit chain. Because of the concept across organization’s interior and outer system, it is difficult to proceed empirical researches, so the number of related literatures are less. Also, correlated researches are not only emphasize in individual field in the system without joint, but also emphasize in overall joints then confused the original viewpoint of service profit chain: satisfied employees make satisfied customers. So this research bases on service profit chain concept and opines the conceptual scheme of employee satisfaction influence service quality, then affects customer satisfaction. We explore these correlations in the hospital industry, base on 377 JDI questionnaires and 252 SERVPERF questionnaires from 7 hospitals in Taiwan. Our study gets several results. First, five dimensions affect hospital employee job satisfaction which are job itself, pay, promotion, supervision, and co-workersand. Second, ten dimensions of PZB service quality affect overall hospital service quality. Third, hospitals employee job satisfaction is found positively related to service quality. Fourth, service quality is found positively related to patient satisfaction. At last, hospitals employee job satisfaction is found positively related to patient satisfaction.
期刊論文
1.Devlin, Susan J.、Dong, H. K.(1994)。Service quality from the customers' perspective。Marketing Research，6(1)，4-13。  new window
2.Morrison, Kimberley A.(1996)。An empirical test of a model of franchisee job satisfaction。Journal of Small Business Management，34(3)，27-41。  new window
3.Spinelli, Michael A.、Canavos, George C.(2000)。Investigating the relationship between employee satisfaction and guest satisfaction。The Cornell Hotel and Restaurant Administration Quarterly，41(6)，29-33。  new window
4.Loveman, G. W.(1998)。Employee Satisfaction, Customer Loyalty and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking。Journal of Service Research，1(1)，18-31。  new window
5.Atkins, P. Mardeen、Marshall, Brenda Stevenson、Javalgi, Rajshekhar G.(1996)。Happy Employees Lead to Loyal Patients。Journal of Health Care Marketing，16(4)，14-23。  new window
6.Golembiewski, Robert T.、Yeager, Samuel(1978)。Testing the applicability of the JDI to various demographic groupings。Academy of Management Journal，21(3)，514-519。  new window
7.Jones, Peter(1997)。The hospitality service profit chain: an effective research design。Int. J. Hospitality Management，16(3)，289-296。  new window
8.Magi, A.、Julander, C.(1996)。Perceived service quality and customer satisfaction in a store performance framework: An empirical study of Swedish grocery retailers。Journal of Retailing and Consumer Services，3(1)，33-41。  new window
9.Reidenbach, R. Eric、Sandifer-Smallwood, Beverly(1990)。Exploring perceptions of hospital operations of modified SERVQUAL approach。Journal of Health Care Marketing，10(4)，47-55。  new window
10.Silvestro, Rhian、Cross, Stuart(2000)。Applying the service profit chain in a retail enviomment challenging the "satisfaction mirror”。International Journal of Service Industry Management，11(3)，244-256。  new window
11.Yeager, Samuel J.(1981)。Dimensionality of the job descriptive index。Academy of Management Journal，24(1)，205-212。  new window
12.Yoon, Mahn Hee、Suh, Jeabeom(2001)。The effect of work climate on critical employee and customer outcome。International Journal of Service Indusity Managemant，12(5)，500-521。  new window
13.Dole, Carol、Schroeder, Richard G.(2001)。The Impact of Various Factors On The Personality, Job Satisfaction and Turnover Intentions of Professional accountants。Managerial Auditing Journal，16(4)，234-245。  new window
14.Kamakura, Wagner A.、Mittal, Vikas、De Rosa, Fernando、Mazzon, Jose Afonso(2002)。Assessing the Service Profit Chain。Marketing Science，21(3)，294-317。  new window
15.Sureshchandar, G. S.、Rajendran, C.、Anantharaman, R. N.(2002)。The relationship between service quality and customer satisfaction: A factor specific approach。Journal of Service Marketing，16(4)，363-379。  new window
16.Grönroos, C.(1997)。Value-driven Relational Marketing: From Products to Resources and Competencies。Journal of the Marketing Management，13(5)，407-419。  new window
17.Babin, Barry J.、Boles, James S.(1996)。The Effects of Perceived Co-Worker Involvement and Supervisor Support on Service Provider Role Stress, Performance and Job Satisfaction。Journal of Retailing，72(1)，57-75。  new window
18.Heskett, James L.(1987)。Lessons in the Service Sector。Harvard Business Review，65(2)，118-126。  new window
19.Schneider, Benjamin、Bowen, David E.(1985)。Employee and Customer Perceptions of Service in Banks: Replication and Extension。Journal of Applied Psychology，70(3)，423-433。  new window
20.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing，58(1)，125-131。  new window
21.Yeung, Matthew C. H.、Lee, Chew Ging、Ennew, Christine T.(2002)。Customer Satisfaction and Profitability: A Reappraisal of the Nature of the Relationship。Journal of Targeting, Measurement and Analysis for Marketing，11(1)，24-33。  new window
22.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research。Journal of Marketing，58(1)，111-124。  new window
23.Walker, James L.(1995)。Service Encounter Satisfaction: Conceptualized。Journal of Services Marketing，9(1)，5-14。  new window
24.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
25.Van Scotter, James R.(2000)。Relationships of Task Performance and Contextual Performance with Turnover, Job Satisfaction, and Affective Commitment。Human Resource Management Review，10(1)，79-95。  new window
26.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
27.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
28.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
29.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1985)。Problems and strategies in services marketing。The Journal of Marketing，49(2)，33-46。  new window
30.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
31.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
32.Rust, Roland T.、Zahorik, Anthony J.、Keiningham, Timothy L.(1995)。Return on quality ROQ: Making service quality financially accountable。Journal of Marketing，59(2)，58-70。  new window
33.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
34.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
35.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
36.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
37.Hartline, Michael D.、Jones, Keith C.(1996)。Employee Performance Cues in A Hotel Service Environment: Influence on Perceived Service Quality, Value, and Word-of-Mouth Intentions。Journal of Business Research，35(3)，207-215。  new window
38.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
39.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
40.Seashore, Stanley E.、Taber, Thomas D.(1975)。Job Satisfaction Indicators and Their Correlates。American Behavioral Scientist，18(3)，333-368。  new window
41.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
42.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
學位論文
1.孫得功(2003)。教會醫院員工工作滿意度、組織承諾、組織文化調查研究(碩士論文)。高雄醫學大學。  延伸查詢new window
2.郭思萍(1999)。員工滿意度、顧客忠誠度與公司獲利性關係之實證研究--以台灣之商業銀行為例(碩士論文)。長庚大學。  延伸查詢new window
3.楊敏翔(1997)。員工特質、工作特性、服務氣候、與福祉氣候對員工滿意度及顧客滿意度關係之研究--以資訊服務業為例(碩士論文)。中原大學。  延伸查詢new window
4.蘇民(1998)。員工與顧客滿意度對國內航空服務業經營績效影響之研究(碩士論文)。國立交通大學。  延伸查詢new window
5.張淑青(2000)。價格知覺對顧客滿意影響之研究--以觀光旅遊為例(博士論文)。國立臺北大學，新北市。new window  延伸查詢new window
6.楊宗翰(2001)。從服務利潤鏈的角度探討內外部服務品質與忠誠度之關係--以花蓮地區國際觀光旅館爲例(碩士論文)。國立東華大學。  延伸查詢new window
圖書
1.Burke, Ronald F.(2001)。Supervision and service quality。Measuring Business Excellence。  new window
2.Lovelock, C. H.(2004)。Services Marketing: Managing People, Technology and Strategy 5/e。Prentice Hall。  new window
3.Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York：A Division of Simon & Schuster Inc。  new window
 
 
 
 
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