The Influence Mechanism Of Employee Satisfaction On Customer Satisfaction

The 21st century, with the arrival of the era of service economy, service has become the global economic growth. The rapid growth of service, also make service enterprises face more and more brutal competition in the market. Our enterprise struggled to adapt to the new economic environment at the same time, will start marketing competition. Increasing competition and customer to high quality products and service, has forced service enterprise must re-examine their level of service, improve the service quality.Since the 1990s, customer satisfaction theory in modern management thoughts produced significant influence. Service is the personalized, face-to-face communication process, is also a kind of personal experience and the psychological process of experience. The perception of service customer service personnel and vulnerable to the service quality. Customer service, also often only purchase in the design and service. Customers of the quality of service, also affect other experience of customer satisfaction. However, most of the studies abroad satisfaction from the "customer satisfaction", "the formation and its importance influence factors of customer satisfaction", and "how to control the customer dissatisfaction", etc. In China, the mid 1990s academia in customer satisfaction, but overall is still in the stage of exploration, and mostly for employee satisfaction and customer satisfaction are separate studies, mainly focus on both theoretical connotation, influence factors and the measure index, etc., from the Angle of customer satisfaction, employee satisfaction of study is less, factors affecting employees of "customer satisfaction"--the empirical research.Based on the above research, based on reviewing the employee satisfaction, service quality and customer satisfaction, etc, on the basis of relevant documents to existing customer satisfaction model is proposed, based on the customer satisfaction, employee satisfaction mechanism model. This thought, employee satisfaction is through the intermediary variable quality of service to customer satisfaction effect. Therefore, the employee satisfaction, service quality, customer satisfaction, the complex relationship between the theoretical derivation and analysis for the research of customer satisfaction, and provides a new paradigm:employee satisfaction, service quality and customer satisfaction.