| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 103 === Customer satisfaction has become the key success factor enterprises have to emphasize with the rapid development of all industries. However, to enhance customer loyalty by better customer satisfaction, the organizations need to satisfy employees first. This study, based on service profit chain, was designed to discuss how human resource practices influence employee satisfaction, which in turn affects emotional labor performed and further leads to customer attitude and loyalty.
The study collected the data from 220 service workers and customers pairs from different industries and occupations. The results of the structural equation modeling analyses showed that: (a) results-oriented performance appraisals increase employees’ extrinsic job satisfaction, which in turn reduces employees’ surface acting; (b) extensive training programs can increase employees’ intrinsic job satisfaction, which in turn predicts customer satisfaction, loyalty, and recommendation through enhancing employees’ deep acting. Theoretical and practical implications of our findings are discussed.
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