A Study of Employee Personality's Impact Toward Customer Satisfaction

員工人格特質對顧客滿意度影響之研究

梁仲正(Jong-Jeng Liang) ； 黃永全(Yung-Chuan Huang) ； 林建安(Chien-An Lin) ； 林聖宗(Shen-Chung Lin)

《經營管理論叢》 2011特刊 (2011/12) Pp. 113-125

https://doi.org/10.6872/OMR.201112/SP.0007

摘要

The purpose of the study was to investigate the employee personality's impact toward customer satisfaction and how employee personality directly or indirectly influenced the customer satisfaction. Two conceptual mechanisms were employed according to the statements of Five Factor Model (FFM) of personality and Service Quality Model (SERVQUAL). In addition, three elements of impact were found as following:(1) employee personality would have an influence upon employee behavior in turn to customer satisfaction;(2) employee personality would influence employee attitude in turn to customer satisfaction;(3) employee personality has an effect directly on employee performance or indirectly on employee performance via employee behavior or attitude in turn to customer satisfaction.

關鍵字

Five Factor Model ； SERVQUAL ； Personality ； Customer satisfaction

並列摘要

本研究目的旨在調查員工人格對於顧客滿意之影響，以及如何直接或間接影響顧客滿意。運用五因素模型（FFM）與服務品質模型（SERVQUAL）概念性模型進行探討。本研究發現：（1）員工人格會影響員工行為進而影響顧客滿意；（2）員工人格會影響員工態度進而影響顧客滿意；（3）員工人格會透過員工績效直接影響顧客滿意，以及透過員工行為或態度間接影響顧客滿意。

並列關鍵字

五因素模型 ； 服務品質模型 ； 人格 ； 顧客滿意