An Empirical Study On The Relationship Between Chinese Commercial Supermarket Employee's "Four Elements" And Enterprise Performance Based On Service Profit Chain

Management decisions are based on assumptions about the relationship between performance dimensions.Research on the performance relationship of enterprises will help enterprises to make correct management decisions.The traditional service profit chain model points out that there is a single linear positive relationship between employee satisfaction,customer satisfaction and enterprise performance.Managers usually regard this assumption as fact,passive recognition of this model.In fact,if managers really collect and analyze the company's data,they will question some positive relationships in the service profit chain.Ryan Silverstro,a famous British scholar,based on the profit chain of traditional service,studied two well-known retail enterprises in the country,and put forward some views contrary to the established hypothesis in the traditional service profit chain.Inspired by this,the author selected some commercial supermarkets in the Yangtze River Delta region as the research object to explore the real relationship between the four elements of internal service quality,employee satisfaction,employee loyalty,employee productivity and enterprise performance in Chinese commercial supermarkets,and find out the key to improve the performance of Chinese commercial supermarkets.Factors,and put forward targeted strategic recommendations.In this paper,through the study of service profit chain theory,staff "four elements" theory and performance related theory of management literature,and the actual situation of Chinese commercial supermarkets,the relationship between the employees "four elements" and enterprise performance is analyzed.On this basis,a Chinese commercial supermarket employee four based on the service profit chain is built.The model of the relationship between the factors and the performance of the enterprise.Then,the test and the confirmation of the formal questionnaire are explained in detail.In the validation phase,SPSS and AMOS tools were used to test the reliability and validity of the collected data,exploratory factor analysis and structural equation modeling.Finally,based on data analysis,the results are discussed and discussed.The final conclusions are as follows:(1)there is a significant positive correlation between the internal service quality and employee satisfaction,employee satisfaction and employee loyalty,employee satisfaction and employee productivity,employee productivity and enterprise performance.(2)the positive effect of employee loyalty and employee productivity in the "four factors" is not obvious.(3)the positive effect of employees' "four factors" on employee performance is not obvious.The last two points are revising and innovating the positive relationship in the traditional service profit chain model.The performance of Chinese commercial supermarkets is more affected by the location of supermarkets,the type of goods,and the difference between price and cost.Therefore,managers should pay more attention to including the establishment of "Internet plus" thinking,to reduce the cost of reasonable pricing,product mix optimization,supermarkets to enhance their own strength,continue to strengthen the market competitiveness and enhance corporate performance.