【正文】 n on customer satisfaction has received considerable attention in marketing literature and practice in recent years. It has been argued that behavior of satisfied employees plays an important role in shaping customers39。畢業(yè)論文題目：員工滿意度和顧客滿意度關系研究英文文獻原文：The relationship between employee satisfaction and customer satisfactionEfforts to enhance customer satisfaction have been considered critical by many organizations, particularly those in the service sector (Schmit and Allscheid, 1995) and hence, have been researched by numerous studies. Despite vast research previously conducted on the relationship between the employee satisfaction and customer satisfaction, Schmit and Allscheid (1995) assert that further conceptual and empirical evidence is needed to reveal the relationship between employee satisfaction and customer satisfaction.In previous research, employee satisfaction (hereafter ES) has been frequently measured by asking customers39。 perception of employee and customer satisfaction (hereafter CS) also has been measured by employees via survey. Though the use of indirect measures in assessing ES and CS is quite mon, it still remains unclear whether this practice is appropriate. As an alternative attempt to measure customer and employee satisfaction more accurately, Schmit and Allscheid (1995) employed dyadic data from both the customer and employee surveys and simultaneously estimate both employee and customer model. They assumed employee job satisfaction was influenced by the work climate produced by the customers, linking employee model and customer model simultaneously. But each model was estimated based on different level of data: The employee model was based on the individual level, whereas customer model was based on data collected at the multiple offices of a serviceoriented organization. As such, previous research which attempt to identify the ESCS relationship had potential limits in gauging the focal constructs.To show a prehensive framework depicting the interplay of ESCS, the present study tested the ESCS relationship in the causal models which incorporates key constructs instead of just considering focal variables (. ES and CS) (Brown and Lam39。 perceptions of business interactions (Spiro and Weitz, 1990). This phenomenon may occur as satisfied employees are more apt to be friendly, enthusiastic, attentive, and empathetic toward customers (Beatty et al., 1996。 perceptions of service. This notion suggests that employees who have higher levels of job satisfaction also believe they are able to deliver excellent service (Schlesinger and Zornitsky, 1991). It is also expected that happy or satisfied employees are more inclined to share these positive emotions with customers (Brief and Motowidlo, 1986). This was also consistent with Brown and Lam (2008) who provided the empirical evidences showing the robust relationship between employee job satisfaction and customer satisfaction. Thus, the following hypothesis is proposed:H11. Employee satisfaction will positively influence customer satisfaction.The influence of CS on ESCompared to the influence of ES on CS, the impact in the opposite direction (from CS to ES) is supported by a few theories such as the social exchange theory (Konovsky and Pugh, 1994) and the psychological contract theory (Robinson and Morrison, 1995). Central to these conceptions is the norm of reciprocity (Netemeyer et al., 1997): Customers satisfied with their counterpart will engage in cooperative behavior as reciprocation for those who have benefited them (Bateman and Organ, 1983。 inputs make important contributions to enhancement of service quality, leading to employee satisfaction. Goodwin and Gremler (1996) also argue that employees are concerned about customers39。 job satisfaction.Sample and proceduresThis study was administered with the cooperation of one of leading private education panies in Korea. This pany has a business model of providing educational services through private tutors who visit the customers39。 Yi and Gong, 2008). Educational services seem to be good contexts for testing our research purpose as the customers could interact with employee on a regular basis and can observe the counterparts. To test these hypotheses, dyadic data incorporating both the customer and the corresp