員工工作滿意度對顧客滿意度之影響─以情緒勞動與情緒感染為中介

Abstract

良好的員工工作滿意度可導致良好的顧客滿意度，過去的相關研究常利用連結員工與顧客的回應資料來探討員工工作滿意度與顧客滿意度之間的關係，而主要研究結果顯示，員工工作滿意度與顧客滿意度之間可透過服務品質的中介來影響顧客滿意度。然而，相關研究指出，員工與顧客進行服務接觸時，員工工作滿意度可影響員工情緒與員工情感傳遞，進而影響顧客情緒與滿意度。因此，「情緒」應該也是員工工作滿意度與顧客滿意度之間的中介變數，然而目前的相關研究卻付之厥如。在服務業行銷領域中，以情緒為主題探討服務接觸的相關研究包括「情緒勞動」與「情緒感染」；本研究提出以情緒勞動與情緒感染作為員工工作滿意度與顧客滿意度間的中介模型，提出假說，並透過193組顧客與服務人員的樣本進行問卷調查，進行假說之檢定。實證結果顯示，員工工作滿意度與顧客滿意度之間可透過情緒勞動與情感染的中介來影響顧客滿意度。

Research linking employee job satisfaction to customer satisfaction has primarily focused on service quality as a mediator. However, relevant studies indicated that employee job satisfaction will affect service employees' emotional labor, which in turn affects the emotional contagion between service employees and customers, resulting in customer satisfaction. In other words, the relationship between employee job satisfaction and customer satisfaction could be possibly mediated by emotional labor and emotional contagion, yet there has been little empirical research exploring this issue. This research integrates related literature to build a model linking employee job satisfaction to customer satisfaction through emotional labor and emotional contagion. Dyadic survey data from 193 service employee-customer pair showed that emotional labor and emotional contagion mediate the relationship between employee job satisfaction and customer satisfaction. Results, implications and directions for future research are then discussed.