종업원 만족이 고객 만족에 영향을 미치는 경로에 관한 연구 - K기업 발전설비 정비서비스를 중심으로 -

초록

Although a substantial body of research confirms the positive impact of employee satisfaction on customer satisfaction mainly based on the concept of emotional contagion and service-profit chain model, these two streams of research leave much to be desired. Against this background, this research aims at providing more comprehensive causal relationship of constructs involving paths from employee satisfaction to customer satisfaction - employee satisfaction, customer-focused behavior, perceived service quality, perceived service costs, customer value, customer satisfaction. The empirical test was conducted in the power plant maintenance service context. After deleting outliers a total of 297 dyadic cases consisting of a service staff response and one related customer response was analized employing structural equation model two step approach. This research provides meaningful insights into the effect paths from employee satisfaction to customer satisfaction. First, three effect paths from employee satisfaction to customer satisfaction were identified. Second, employee satisfaction has no significant direct impact on customer satisfaction, Third, customer-focused behavior has direct impact on the customer's perceived service costs, however no support for the claim that it has significant impact on perceived service quality is found. Finally, service costs as well as service quality have an direct impact on customer value. The results have some theoretical and research implications, at the same time offer meaningful managerial suggestions. Managers should devote effort significantly to enhance employee satisfaction in order to improve service quality and take action to value customer-focused helping behavior of their employees in order to make customers feel service costs acceptable.

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