The Impact Mechanism Of Service Employees' Job Satisfaction On Service Quality

Job satisfaction prescribes that the employees have the positive attitude to their own work, when they have balanced the unsatisfying and the satisfying factors of the job. Currently, job satisfaction has become a hot topic in organizational behavior research, discussed widely in the academic community and the operational community. A large number of research findings have been published. But there are also many arguments about the relationship between job satisfaction and job performance. With the proportion of service industry in the national economy growing, service employees become a link between businesses and customers, service quality provided to customers determines whether the enterprises succeed or not. In the service industry, the service quality can't be controlled by managers, and also it couldn't exist if apart from the service employees. Therefore, only the satisfying service employees are likely to help customers. Hence, this study choose service employees as research object, and find out the mechanism and status on the relationship between service employees' job satisfaction and service quality. This paper attempt to open the "black box" that service employees'job satisfaction affects on service quality.In my paper, the idea of thinking on the conceptual model takes into account four contents:(1) In the process of contact between service employees and customers, customers judge the service quality provided by service employees not only according to the skills,attitude and behavior of service employees, but also the establishment,equipment and environment of the businesses. Therefore, service quality has been divided into two dimensions:soft quality and hard quality. (2) In accordance with classification of the acts of employees and the logic relationship among "attitude—→behavior—→performance", service employees' job satisfaction may affect service quality for organizational citizenship behavior and turnover intention. (3) Previous study between job satisfaction and job output neglected life variables. Therefore, this study investigated the role of life satisfaction in the impact of service employees' job satisfaction on service quality. (4) If service employees' job satisfaction can predict the service quality, whether the function of the prediction can be influenced by perceived organizational support or not.In the study, we adopted the maturity scale in related literature, and there were 22 enterprises among 6 classes service enterprises from 10 cities in china, then 454 valid questionnaires were made certain. The statistical tools SPSS 13.0 and Amos7.0 were used to examine the research hypothesis by descriptive statistics, the mean value, t-test, variance analysis, factor analysis, hierarchical regression analysis and structural equation models analysis.With data analysis, we reached the following conclusions:.(1) The structure of service employees' job satisfaction by weight in decreasing order, including leadership behavior, work motivation, work returns, management measure and team-work. We find that the general satisfaction of the service employees is higher, and leadership behavior dimension with the highest satisfaction, work return dimension with the lowest satisfaction.(2)Service employees' job satisfaction has significant positive effect on organizational citizenship behavior, life satisfaction, soft quality and hard quality. And it has highly negative effect on turnover intention. Meanwhile, the different dimensions of service employees'job satisfaction have different effect on organizational citizenship behavior, turnover intention, life satisfaction, soft quality and hard quality.(3) Organizational citizenship behavior and life satisfaction play a partly mediating role between job satisfaction and soft quality of service employees. But turnover intention isn't mediating between job satisfaction and soft quality of service employees. Organizational citizenship behavior, turnover intention and life satisfaction are not mediating between job satisfaction and hard quality of service employees.(4) Perceived organizational support moderates the relationship between job satisfaction and soft quality, hard quality of service employees'job satisfaction.(5) Different demographic and organizational variables have different effects on service employees'job satisfaction.Finally, according to the research findings above, relevant management countermeasures are brought forth on the basis of how to improve service quality. Afterwards some advices are given to brighten a path of journey for future research to avoid the potential limitations.