Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/627
DC FieldValueLanguage
dc.contributorDepartment of Logistics and Maritime Studies-
dc.creatorYee, RWY-
dc.creatorYeung, ACL-
dc.creatorCheng, TCE-
dc.date.accessioned2014-12-11T08:24:41Z-
dc.date.available2014-12-11T08:24:41Z-
dc.identifier.issn0272-6963-
dc.identifier.urihttp://hdl.handle.net/10397/627-
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.rightsJournal of Operations Management © 2008 Elsevier B.V. The journal web site is located at http://www.sciencedirect.com.en_US
dc.subjectEmployee satisfactionen_US
dc.subjectService qualityen_US
dc.subjectCustomer satisfactionen_US
dc.subjectFirm profitabilityen_US
dc.subjectEmpirical researchen_US
dc.titleThe impact of employee satisfaction on quality and profitability in high-contact service industriesen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage651-
dc.identifier.epage668-
dc.identifier.volume26-
dc.identifier.issue5-
dc.identifier.doi10.1016/j.jom.2008.01.001-
dcterms.abstractThe 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.-
dcterms.accessRightsopen accessen_US
dcterms.bibliographicCitationJournal of operations management, Sept. 2008, v. 26, no. 5, p. 651-668-
dcterms.isPartOfJournal of operations management-
dcterms.issued2008-09-
dc.identifier.isiWOS:000258732100006-
dc.identifier.scopus2-s2.0-48749099390-
dc.identifier.rosgroupidr41235-
dc.description.ros2008-2009 > Academic research: refereed > Publication in refereed journal-
dc.description.oaAccepted Manuscripten_US
dc.identifier.FolderNumberOA_IR/PIRAen_US
dc.description.pubStatusPublisheden_US
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