东北大学秦皇岛分校毕业设计（论文） 第 25 页
参考文献
[1] 施伟君.国际品牌酒店服务质量提升的研究-以Radisson品牌酒店为例[D].上海：华东师范大学，2011.
[2] 赵斌.GS度假酒店服务质量改进研究 [D].大连：大连理工大学，2013. [3] 汤振宇.秦都酒店服务质量管理提升研究 [D].西安：西北工业大学，2005. [4] 梁胜亮.盘锦万象主题酒店服务质量管理研究 [D].大连：大连理工大学，2013. [5] 丁宁，王馨，郑予捷.服务管理 [M].北京：清华大学出版社；北京交通大学出版社，2011.
[6] 王孟津，谢敏.酒店企业管理 [M].上海：华东师范出版社，2008.
[7] 刘杰.酒店服务质量评价与控制体系研究-以大连市五星级酒店为例 [D].大连：东北财经大学，2007.
[8] 蒋敏.基于顾客价值理论的成都低星级酒店服务创研究 [D].成都：四川师范大学，2013.
东北大学秦皇岛分校毕业设计（论文） 第 26 页
附 录
附录A
Employee Satisfaction & Customer Satisfaction: Is There a Relationship?
Numerous empirical studies show a strong positive relationship between employee satisfaction and customer satisfaction .As suggested by this wealth of findings, positive changes in employee attitudes lead to positive changes in customer satisfaction.
Some investigations have provided explicit measures of this relationship. For example, a study at Sears Roebuck & Co. showed that a five-point improvement in employee attitudes led to a 1.3 rise in customer satisfaction which, in turn, generated a 0.5 increase in revenues. Brooks (2000) reviewed the relationship between financial success and customer and employee variables (e.g., customer satisfaction, employee satisfaction, etc.) and found that, depending on market segment and industry, between 40 and 80 percent of customer satisfaction and customer loyalty was accounted for by the relationship between employee attitudes and customer-related variables. Similarly, Vilares and Cohelo (2000) found that perceived employee satisfaction, perceived employee loyalty, and perceived employee commitment had a sizable impact on perceived product quality and on perceived service quality .
The relationship between employee satisfaction and customer satisfaction has received further empirical confirmation from two methodologically strong studies. Specifically, a recent meta-analytic investigation (Harter, Schmidt, & Hayes, 2002), based on 7,939 business units in 36 companies, found generalizable relationships, large enough to have substantial practical value, between unit-level employee satisfaction-engagement and business-unit outcomes such as customer satisfaction, productivity, profit, employee turnover, and accidents. Finally, Berhardt, Donthu, and Kennett (2000) measured the relationship between employee satisfaction, customer satisfaction, and profit longitudinally showing that, although the effects of employee satisfaction and customer satisfaction on business profit at a given point in time
东北大学秦皇岛分校毕业设计（论文） 第 27 页
might not be detectable, they become visible and prominent over time. Specifically, these researchers found a positive relationship between change in customer satisfaction and change in profit/sales, a positive relationship between change in employee satisfaction and change in business profit, and a strong relationship between employee satisfaction and customer satisfaction at any point in time.
The literature offers several explanations as to why employee satisfaction affects customer satisfaction:
1. Employees that interact with customers are in a position to develop awareness of and respond to customer goals and needs.
2. Satisfied employees are motivated employees; that is, they have the motivational resources to deliver adequate effort and care.
3. Satisfied employees are empowered employees; in other words, they have the resources, training, and responsibilities to understand and serve customer needs and demands.
4. Satisfied employees have high energy and willingness to give good service: at a very minimum, they can deliver a more positive perception of the service/product provided. 5. Satisfied employees can provide customers with interpersonal sensibility and social account (i.e., adequate explanations for undesirable outcomes). It has been suggested that these components of interactional justice (i.e., quality of interpersonal treatment provided in a negotiation/exchange) have a significant impact on customer satisfaction. According to this view, because satisfied employees experience interactional justice, they can deliver it; that is, satisfied employees have enough emotional resources to show empathy, understanding, respect, and concern.
中文译文A
员工满意度与客户满意度：是否有关系呢？
许多实证研究表明员工满意与顾客满意之间具有很强的正相关关系。经本财富调查结果显示，员工的态度积极的变化会导致客户满意度的积极变化。
东北大学秦皇岛分校毕业设计（论文） 第 28 页
一些调查对这种关系提供了明确的措施。例如，在与西尔斯公司的研究表明，员工
的态度的突然改善导致了顾客满意度上升1.3，另一方面来说，产生了0.5的额外收入。布鲁克斯（2000年）调查了财务上的成功和顾客与员工的关系（例如，顾客满意，员工满意，等等），结果发现，根据市场和行业，百分之四十至八十的顾客满意和顾客忠诚度与占了员工的态度具有很大的关系。同样，Vilares和Cohelo（2000年）发现，员工的满意度，员工的忠诚度，员工的承诺对产品质量和感知服务质量具有相当大的影响。 员工的满意度和顾客满意度之间的关系得到了两个强大的研究方法上进一步的实证确认。具体而言，最近的荟萃分析调查（阿尔泰，施密特＆海斯，2002年），在7939个业务单位为基础的36家公司，发现他们具有普遍的联系，例如顾客满意度、生产力、利润、员工流动率和事故。最后，肯尼特（2000）测量了员工满意，顾客满意度和利润的纵向关系，虽然在给定的商业利润点员工满意度和顾客满意度的影响时间可能不易被察觉，但是可以看得出来，随着时间的推移这个关系变得越来月突出。具体来说，这些研究人员发现，顾客满意度的变化和公司利润、销售额的变化成正相关的关系，员工满意度和营业利润成正相关的关系，员工的满意度和顾客满意度在每一个时间点都有很强的联系。
对于员工的满意度为何会影响客户的满意度有好几种说法：
1、员工与顾客沟通的立场是发展的认知与回应客户的目标和需求。
2、 满意的员工是积极的员工，也就是说，他们有足够的激励资源，提供工作和照顾。 3、满意的员工是被授权的员工，换句话说，他们有资源，培训和责任，了解和满足
顾客的需求和要求。
4、满意的员工具有较高的能量，并愿意提供良好的服务：最起码，他们为提供一系
列的服务和产品变现了更积极的看法。
5、满意的员工，可以为顾客提供情感和社交方面的影响。有人建议，相互之间的公
平对顾客满意度有重大影响。根据这种观点，因为满意的员工有经验的互相公平，他们可以提供它，也就是说，满意的员工有足够的情感资源，表现出同情，理解，尊重和关心。
东北大学秦皇岛分校毕业设计（论文） 第 29 页
附录B
Customer Satisfaction and Loyalty
Customer loyalty has always been a hot issue in all walks for a long time. Many domestic and foreign experts and scholars give their own definition of customer loyalty from different perspectives by studies. According to researches of domestic and foreign scholars and institutions, it is summarized in following: customer loyalty means the combination of customers awareness and behaviour that they do a long-term investment in a certain brand or enterprise on the basis of satisfaction with this brand or enterprise. The awareness of acceptance is the customers feeling of loving and attaching to the staff, products and services of a enterprise, it is also called Customer Loyalty. While the behaviour of cceptance means customers buy products and services of a enterprise again, largely purchase, often purchase, long-term purchase and give good publicity to the products or services of the enterprise.
Nowadays, the homogenisation of products being more and more serious, customers can choose an increasingly wide range of markets and competition is crueller than at any time in the past, so, how to keep customers and establish a higher loyalty gets more and more urgent.
In sportswear brand industries, most international famous brands have entered China. They have won the praise of consumers with abundant capital, high quality services and products. They has reduced the competitiveness of domestic sportswear retail space and made competition of domestic sportswear retail market more sophisticated. Today time means everything. The shopping time of customers is fewer and fewer and shopping also lacks trust and attention. Therefore, retail competition in the future will focus on deep-seated corporate culture and customer service to win customers and more profit. Thus it is the most important issue to most sportswear companies to get a satisfactory customer loyalty with high quality services and products.
中文译文B
顾客满意和忠诚
顾客忠诚度一直是社会各界的热点很长一段时间。许多国内外专家和学者给自己定义忠诚顾客的通过研究不同角度[1]。研究认为国内外学者和机构,它是总结了以下三个