The Impact Of Empowerment On The Job Satisfaction And The Perceived Customer Satisfaction

With the acceleration of the process of economic globalization, the competition among enterprises is increasing, the scope of which customers choose products is greatly expanding. When customers buy products or receive services, they pay more attention to experience and perception in the process of service contact with the front-line employees in enterprises. Based on the Service profit chain. If you want to succeed in making consumers satisfying, you must to improve the external quality of service; If you want to succeed in making employee satisfying, you must to improve the internal quality of service. When customers come to enterprises, they will face-to-face contact with the front-line employees. Their behavior and response to the need of consumers determine the quality of Interaction and contact with the consumers at the scene, composition the critical moment of the service quality of customer aesthesia. How to give empowerment to the front-line employees and to let them grasp the moment of truth is critical to the management.The existing documents analyze and discuss employee's satisfaction and customer's satisfaction respectively, There are also obvious difference in the concepts of empowerment. We bring the empowerment, employee's satisfaction and customer's satisfaction together to analysis and discuss. Before writing the questionnaire, I refer to many scales in foreign countries. In order to measure the"Empowerment",we use the scale which is developed by Spreitier(1995,1996)and Arnold(2000).33 items are broken down into 3 dimensions; In order to measure the"Employee's satisfaction", we use the scale of"Minnesota Satisfaction Questionnaire". 20 items are broken down into two dimensions of"the external quality of service"and"the internal quality of service"; In order to measure"the perceived customer satisfaction", we use the scale which is developed by Cronin,Brady and Hult(2000)and Fock,Kwong-yin Henry(2004)adapte the 3 items for the practical situation. We take front-line employees of hotels as examples, choosing three star-rated hotels in Changchun. 300 questionnaires were sent out by means of convenience sampling. And the valid questionnaires about 288 are taken back. The ratio of callback is 96% and 3 scales are agreed to analyze.In this study, we use positive analysis like statistical analysis, reliability analysis, factor analysis, correlation analysis and regression analysis to test the samples we collect. The conclusions are obtained as follows: Psychological Empowerment, Discretion empowerment , Relational empowerment are positively associated with the job satisfaction of the front line employees and the perceived customer satisfaction.In practice, using empowerment can not only add up customer satisfaction, but also improve the job satisfaction of the front line employees. It can first realize to establish a"all—win"system including enterprise, employee and customer, which can help the enterprise to understand each kind of empowerments on which kind of degree to influence the internal customer ( employees ) and the external customer, balance the relation between them, bringing virtuous circle of two kinds of satisfaction; Second, it is beneficial to stabilizing business environment, improving management efficiency. By achieving balanced development among internal and external environment, create sustainable competitive advantages; Third, finding out the most suitable combination modes of empowerment, giving moderate empowerment. It is both raising working efficiency of the front line employees and making the daily work in order. The manager of the service industry can discover the reality basis for the Human Resource Management.