The Empirical Research On The Influence Of Employees' Satisfaction On Customers' Satisfaction Of Hospitality Industry

Customers'satisfaction is of great importance to modern enterprises, especially those in the service industry, as a mean of gaining competitive advantages. Employees'satisfaction has essential influence of customers'satisfaction and consumers'buying decision. Most of the foreign researches consider that the employees'satisfaction has influence on employees'loyalty toward the organization as well as customers'satisfaction, customers'loyalty and the organization's profit. However, researchers have not reached a consensus on the relationship between the employees'satisfaction and the customers'satisfaction, as some of them think the employees'satisfaction negatively influences the costumers'satisfaction, which is opposite to the service profit chain theory. With the background of Chinese culture, the influence of the employees'satisfaction on the costumers'satisfaction needs deeper exploration.In order to solve the practical problems existing in the service industry and fill up the blank in the academic research, enlightened by the fruit of foreign research, the paper using the data collected from china's hospitality industry did a systematically empirical research on the relationship of the employees'satisfaction on the customers'satisfaction, and put forward a conceptual model based on the relationship. According to the Theory of Consumers'Behavior, Service Profit Theory, Satisfaction Theory, Customer Value Theory and Relationship Marketing Theory, using the employees'loyalty which was measure by normative loyalty, value loyalty, effort loyalty and action loyalty, customers'perceived quality and perceived value as moderate variables, the model explored the influence of the employees'satisfaction on the customers'satisfaction. As soon as the employees'loyalty and customers'perceived value scales which was closely connected with the Chinese culture were made, the survey was conducted in Changsha, Zhuzhou and Yueyang, with 426 questionnaires returned as the data source.The outcome of the research indicated that scales had good reliability and validity. The employees'satisfaction had no direct effect on customers'satisfaction, but indirect effect through the employees'loyalty, customers'perceived quality and perceived value. The employees'loyalty indirectly influenced customers'satisfaction. Customers'cognitive quality had neither direct nor indirect influence on customers'satisfaction. Considering the total effect of the customers'satisfaction, customers'perceived quality and perceived value were the two key factors influencing customers'...