Employee-Happiness Management Model Based On Customer Satisfaction

Our country's service industry has gradually increase the proportion which take in the national economy, but China's service industry is facing challenge by foreign company and threats from domestic competitors, competition in the market is very fierce, how to take a place in this brutal competition, both academia experts and entrepreneurs are exploring the solution, Touch Point Management came into being at this time, and attracted great attention.Customer satisfaction has always been the topic experts and scholars to discuss, the service industry is high-contact so that people have started to pay attention to employees which contact with customer, contact point that employees with customer is the key to determine customer satisfaction, and employee happy is the key to determine the customer touch point. Paper is based on customer contact management, to research the staff happy management model based on customer satisfaction as the goal.In the study of literature, writer has sort out the customer satisfaction, employee happiness, and contact management theory, after in-depth analysis, there are lots of the study of employee happiness and customer satisfaction , but lack of discussion of the relationship between the two, and customer contact biased in favor of the customer touch point for the brand, employees and customers did not take into account for the theoretical research, the article made reference more comprehensive view of previous and build a employee happiness and customer contact management model.Articles selected research methods which combine experimental method and observation to verify the theoretical model, picked two China Mobile's Business Hall in Wuxi for the study, have a comparative experimental study about the staff happy management and Taylor's management, the observation of employees and customers during the experiment to support an experiment to test management staff happy influence on customer satisfaction.Experimental data for employees and customers come from the questionnaire, the data show that the implementation of staff happy management made the employees happiness index raised 7%, customer satisfaction increased by 8.6%. Observations are based on the author's record of behavior of employees, staff attitudes, work behavior, innovation and personality characteristics compared with previous experiments have been significantly optimized, and the two methods together confirmed that employees happy management can effectively enhance the customer satisfaction. Staff Happy Management by the work itself, work rewards, work environment, job autonomy, promotion space, work groups, leadership style and other factors as well as improve employee happiness index, index of happy employees improved lead to customer satisfaction for the contact point increase, the customer touch points through experiments verification , including the image and quality of individual employees, employee mood, attitude and communication skills, effective contact management for enterprise to form a high degree of customer satisfaction.Article for touch point management of view of experimental studies confirmed that employee-happiness management model can raise customer satisfaction positively. So employee-happiness management model based on customer satisfaction has a certain reference value for the service industry.