A Study On The Moderation Effect Among The Influence Of Employee Job Satisfaction On Customer Perceived Service Quality

Based on the concept of employee-customer satisfaction mirror, this dissertation, combining the service-profit-chain theory and emotional contagion theory, proposes a concept model with customer perceived service quality as mediator between employee job satisfaction and customer satisfaction. An empirical analysis with matched sample is reported in this dissertation, which examines moderation effect among the influence of employee job satisfaction on different dimensions of customer perceived service quality at the employee-customer individual level. The moderators of the concept model include employee characteristics such as emotional expressiveness and emotional sensitivity, customer characteristics such as age and education, and relationship intensity between customer and employee (or company).In the fourth chapter, pilot surveys of the scales of emotional expressiveness, emotional sensitivity, employee job satisfaction and customer perceived service quality are reported. In pilot surveys, the author examines reliability and validity of these scales, and discovers that customer perceived service quality is composed of two dimensions such as basic service quality and interpersonal communication quality.In the fifth chapter, the author designs questionnaires using the results of pilot surveys, and conducts a survey in hairdressing industry and restaurant industry. The sample includes 389 available pairs of employee-customer matched questionnaires, in which there are 193 pairs of questionnaires of 54 companies in hairdressing industry and 196 pairs of questionnaires of 35 companies in restaurant industry. There are three conclusions can be drawn from this empirical study. The first one is that employee's emotional sensitivity has a negative moderation effect among the influence of employee job satisfaction on interpersonal communication quality. The second one is that customer age has a negative moderation effect among the influence of employee job satisfaction on basic service quality & interpersonal communication quality. The third one is that the higher emotional sensitivity of employee, the stronger moderation effect among the influence of employee job satisfaction on interpersonal communication quality than among the influence of employee job satisfaction on basic service quality.In the sixth chapter and the seventh chapter, the dissertation, based on the empirical analysis results, proposes suggestions for marketing tactics, mode of organizing and development strategy of service organizations, and discusses innovations and theoretical contributions, research limitations and future researches of this study.