員工滿意度與顧客滿意度關(guān)系調(diào)查報(bào)告論文(存儲(chǔ)版)
【正文】 id development of society, the enterprise mode is in the constantly changing, and enterprise management idea for the nature of enterprise, employees and customers what role is always the key social controversy. The problem concerns more focus on customer satisfaction, employee satisfaction or ignored the enterprise employee satisfaction and customer satisfaction, contact analysis. Therefore, this article will firstly dicuss research status of the employee satisfaction and customer satisfaction home and abroad. Then this paper will analyse the effecting factors of employee satisfaction and customer satisfaction. On this basis, bining the cases of the Shanghai ZiJinShan hotel. Finally, the thesis gets the conclusion that we should promote customer satisfaction through improving employee satisfaction t and put forward four reasonable measures.Keywords employee satisfaction customer satisfaction relation analysis目錄一、引言 1二、員工滿意度和顧客滿意度基礎(chǔ)理論研究 1 1 2三、調(diào)查結(jié)果 3四、通過提高員工滿意度從而提高顧客滿意度的措施 20，從而提高顧客滿意度 20，構(gòu)建優(yōu)良企業(yè)文化 20，提高產(chǎn)品服務(wù)質(zhì)量 21 22五、總結(jié) 22六、參考文獻(xiàn) 23 第十二屆“挑戰(zhàn)杯”大學(xué)生課外學(xué)術(shù)科技競賽作品一、引言隨著新經(jīng)濟(jì)時(shí)代的到來，知識(shí)經(jīng)濟(jì)的日益發(fā)展，企業(yè)的管理模式在不斷發(fā)生變化，企業(yè)的經(jīng)營理念也因企業(yè)的性質(zhì)而不同。因此，首先該報(bào)告將先闡述國內(nèi)外在員工滿意度和顧客滿意度兩方面的研究現(xiàn)狀，對兩者進(jìn)行概述。員工滿意度＝實(shí)際感受／期望值。這樣高滿意度的員工往往在同等的條件下就能夠創(chuàng)造出更高的工作效率，甚至創(chuàng)造奇跡。當(dāng)顧客實(shí)際感受到的服務(wù)質(zhì)量符合甚至超過他們預(yù)期的服務(wù)質(zhì)量時(shí) ,他們的感知服務(wù)質(zhì)量就好,顧客就會(huì)感到滿意或十分滿意。然而，國外對滿意度的研究大多是從“顧客滿意的形成及其重要性”、“影響顧客滿意的因素”、“如何控制顧客的不滿”等方面進(jìn)行的。美國顧客滿意度指數(shù)（ACSI）模型。⑵外部競爭性，即與其他組織相比獲得的薪酬的競爭性。直接上司的管理水平、方式和技巧對一線員工的員工滿意度影響
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