Research On After-sales Service Employee Satisfaction In Service-oriented Manufacturing Enterprises On The Performance Impact

Traditional manufacturing industries are being transformed into a sense of service enterprises. This service-oriented manufacturing enterprise is different from the pure service industry and also different from the traditional manufacturing industry. How this transition is reflected in the human resource management is the starting point of this paper.This paper takes Shanghai OTIS Company as the object of study. It means to research how a company as a traditional manufacturing enterprise learns to grasp the change of switching management policies and resources to the most profitable department and its staff, maximizing their working enthusiasm to improve their job performance. Basing on the two-factor motivation theory, as well as the relationship between employee satisfaction and job performance, this paper explores influence of satisfaction and dissatisfaction on task performance and surrounding performance. Democracies of employees’ influences on satisfaction and performance are also discussed. This article describes the development of the focus company, characteristic of the industry it belongs, and the trend of switching into a service sector. Hypotheses are developed according to relevant literature, and survey is conducted among elevator maintenance department staff. Conclusions are drawn by analysis by SPSS.It shows that a lack of health factors will cause the staff feeling dissatisfaction, which will reduce their performance. Although lack of incentives leads to lower satisfaction, this does not reduce performance. Secondly, the characteristics of employees’ age, qualifications, wage levels and working grade showed no significance in the satisfaction and performance. But work experience, the year they have spent in this company, shows a strong negative significance on both satisfaction and performance.Based on the above research findings, we suggest that, the company should give priority to provision of health care factors at this stage, especially to raise salaries as the primary means to reduce employee dissatisfaction. Secondly, we surges assigning special work to senior employees such as counseling younger employees in a coach system, which can strengthen the propaganda and indoctrination of the corporate culture. This also justifies appropriate material rewards for being loyalty and coaching new workers to the company.