Research On The Influence Of Organizational Learning Flow On Customer Satisfaction

Customer satisfaction is a key indicator to measure the external efficiency of enterprises.More and more enterprises,especially service-oriented enterprises,gradually establish a customer-oriented corporate culture,and pursue services content and services attitude that meet customer needs as the most direct and effective way to improve customer satisfaction.Service employee who directly contacts customers,when the company's current standardization service cannot meet the individualized and diversified needs of customers,it is able to timely innovate according to customer requirements and become a key measure for service companies to improve customer satisfaction.More and more managers realize the importance of human capital in the organization,and improve the innovation behavior of service personnel has put on the organizational strategy level.A large number of scholars have confirmed that organizational learning can improve employee innovation behavior.Based on the existing literature,this study deeply analyzes the impact of organizational learning flow on customer satisfaction,and considers the role of employee innovation behavior as well as leadership styles in this process.It is expected to reveal how to improve customer satisfaction from the micro level within the organization.This study mainly from the following aspects to demonstrate and construct theoretical models:(1)feed-forward learning flow,feedback learning flow,unbalanced learning flow,balanced learning flow impact on customer satisfaction;(2)The intermediary role of employee innovation behavior in organizational learning flow and customer satisfaction;(3)The kindness leadership style and authoritarian leadership style regulate the relationship between organizational learning flow and customer satisfaction as well as organizational learning flow and employee innovation behavior.In order to verify the theoretical hypothesis of this study,the author conducted a rigorous empirical study.After experiencing the process of interview,questionnaire design,etc.,we conducted research on employees in the telecom service industry and collected 358 valid questionnaires.After examining the reliability and validity of the data,this paper examines all hypotheses using a variety of analytical methods.The study shows that:(1)The internal management factors are the key factors affecting the external efficiency of the enterprise.The feed-forward learning flow and the feedback learning flow can promote customer satisfaction,and the balanced learning flow has the strongest promoting effect on customer satisfaction;(2)Organizational learning flow directly affects customer satisfaction as well as indirectly affects customer satisfaction through employee's innovative behavior;(3)The internal manager should adopt a kindness leadership style and try to avoid the authoritarian leadership style,improving the learning efficiency of the organization and increasing the probability of employees' innovative behavior as well as customer satisfaction.