Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/627
PIRA download icon_1.1View/Download Full Text
Title: The impact of employee satisfaction on quality and profitability in high-contact service industries
Authors: Yee, RWY 
Yeung, ACL 
Cheng, TCE 
Issue Date: Sep-2008
Source: Journal of operations management, Sept. 2008, v. 26, no. 5, p. 651-668
Abstract: The extant operations management literature has extensively investigated the associations among quality, customer satisfaction, and firm profitability. However, the influence of employee attributes on these performance dimensions has rarely been examined. In this study we investigate the impact of employee satisfaction on operational performance in high-contact service industries. Based on an empirical study of 206 service shops in Hong Kong, we examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability. Using structural equations modeling, we found that employee satisfaction is significantly related to service quality and to customer satisfaction, while the latter in turn influences firm profitability. We also found that firm profitability has a moderate non-recursive effect on employee satisfaction, leading to a “satisfaction-quality-profit cycle”. Our empirical investigation suggests that employee satisfaction is an important consideration for operations managers to boost service quality and customer satisfaction. We provide empirical evidence that employee satisfaction plays a significant role in enhancing the operational performance of organizations in the high-contact service sector.
Keywords: Employee satisfaction
Service quality
Customer satisfaction
Firm profitability
Empirical research
Publisher: Elsevier
Journal: Journal of operations management 
ISSN: 0272-6963
DOI: 10.1016/j.jom.2008.01.001
Rights: Journal of Operations Management © 2008 Elsevier B.V. The journal web site is located at http://www.sciencedirect.com.
Appears in Collections:Journal/Magazine Article

Files in This Item:
File Description SizeFormat 
JOM (Accepted).pdfPre-published version265.17 kBAdobe PDFView/Open
Open Access Information
Status open access
File Version Final Accepted Manuscript
Access
View full-text via PolyU eLinks SFX Query
Show full item record

Page views

2,771
Last Week
34
Last month
Citations as of Mar 24, 2024

Downloads

7,351
Citations as of Mar 24, 2024

SCOPUSTM   
Citations

270
Last Week
1
Last month
3
Citations as of Mar 28, 2024

WEB OF SCIENCETM
Citations

225
Last Week
0
Last month
4
Citations as of Mar 28, 2024

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.