酒店业员工满意度对顾客满意度影响实证研究

湖南大学硕士学位论文酒店业员工满意度对顾客满意度影响实证研究姓名：龙居才申请学位级别：硕士专业：企业管理指导教师：于坤章20061116酒店业员工满意度对顾客满意度影响实证研究作者：龙居才学位授予单位：湖南大学参考文献(105条)1.蔡万坤中国餐饮市场的发展趋势及其对策[期刊论文]-旅游学刊2004(4)2.KotlerP.SJLevyBroadeningtheConceptofMarketing1969(01)3.GronroosCRelationshipAproachtoMarketinginServicesContexts:TheMarketingandOganizationalBehabiorInterface1990(01)4.JamesLHeskett.ThomasOJones.GaryWLovemanPuttingtheService-ProfitChaintoWork19945.LovemanGWEmployeesatisfaction,customerloyalty,andfinancialperformance:anempiricalexaminationoftheserviceprofitchaininretailbanking1998(01)6.孙丽辉顾客满意理论研究[期刊论文]-东北师大学报(哲学社会科学版)2003(4)7.吴清津.汪纯孝.胡石凡旅游企业员工服务导向与工作行为对企业外部效率的影响20048.RhianSilvestro.StuartCrossApplyingtheServiceProfitChaininRetailEnvironment2000(11)9.何波论员工满意度研究现状及其设想[期刊论文]-重庆大学学报(社会科学版)2003(5)10.LockeEAThenatureandcausesofjobsatisfaction197611.SeashoreS.TaberTJobSatisfactionandTheirCorrelations1975(05)12.BrownS.PetersonRAntecedentsandConsequencesofSalespersonJobSatisfaction:Meta-AnalysisandAssessmentofCausaleffects1993(05)13.FrederickHerzbergOneMoreTime:HowDoYouMotivateEmployees?196814.谢永珍.赵京玲企业员工满意度指标体系的建立与评价模型[期刊论文]-技术经济与管理研究2001(5)15.袁声莉.马士华员工满意度实证研究[期刊论文]-技术经济与管理研究2002(3)16.陈曦.谢晓非关注员工的满意感[期刊论文]-中国人力资源开发2003(3)17.CastroCarmenBarrosoTheInfluenceofEmployeeCitizenshipBehaviorandCustomerLoyalty2004(01)18.菲利普·科特勒.梅汝和.梅清豪.周安柱营销管理199919.RucciAJ.KimSP.QuinnRTTheemployee-customerprofitchainatSears1998(01)20.DwayneDGremler.KevinPGwinnerCustomer-employeeRapportinServiceRelationships2000(01)21.MarkJSchmitEmployeeAttitudesandCustomerSatisfaction:MakingTheoreticalandEmpiricalConnnections1995(03)22.汪纯孝.岑成德.王卫东顾客满意程度模型研究1999(05)23.白长虹.寥伟基于顾客感知价值德顾客满意度研究2001(06)24.汪纯孝.温碧燕.姜彩芬顾客的服务消费经历与行为意向的实证研究[期刊论文]-中山大学学报(社会科学版)2001(3)25.吴清津以服务导向增强企业竞争力2002(05)26.MowdayRT.WPoterEmployee-OrganizationLinkage:ThePsychologyofCommitment,Absenteeism,andTurnover198227.斯蒂芬·P·罗宾斯.孙健敏.李原组织行为学200328.卡里·库珀.克里斯·阿吉里斯布莱克韦尔商业伦理学百科辞典200229.JamesK.CropanzanoRDispositionalGroupLoyaltyandIndividualActionfortheBenefitofanIngroup:ExperimentalandCorre-lationalEvidence199430.LawrencePRTheChangingofOrganizationalBehaviorPatterns195831.BeckerHSNotesontheConceptofCommitment196032.DingYuJiang.BorShiuanChengStudiesonOrganizationalLoyalty,Commitment,andCitizenshipBehaviorinTaiwan:ACriticalReview2003(03)33.RichardCoughlanEmployeeLoyaltyasAdherencetoSharedMoralValues2005(01)34.周逸衡国人价值观体系与台湾大型企业管理行为关系之研究198435.郑伯壎差序格局与华人组织行为1995(03)36.郑纪莹华人企业的组织忠诚:结构与历程199637.郑伯埔.姜定宇华人组织中的主管忠诚:主位与客位概念对员工效能的效果2000(14)38.凌文辁.张治灿.方俐洛中国职工组织承诺研究[期刊论文]-中国社会科学2001(2)39.李志.向征.刘敢新构建企业员工忠诚度培养模型的实证分析[期刊论文]-重庆大学学报（自然科学版）2005(12)40.WienerYCommitmentinOrganizations:ANormativeView1982(07)41.MeyerJP.AllenNJTestingthe'Side-betsTheory'ofOrganizationalCommitment:SomeMethodologicalConsiderations198442.McGeeGW.FordRCTwo(orMore?)DimensionsofOrganizationalCommitment:ReexaminationoftheAffectiveandContinuanceCommitmentScales198743.PorterLW.SteersRM.MowdayRTOrganizationalCommitment,JobSatisfaction,andTurnoveramongPsychiatricTechnicians1974(59)44.MeyerJP.AllenNJAThree-componentC0nceptualizationofOrganizationalCommitment1991(01)45.谭晟.凌文辁.方俐洛中国员工组织承诺5因素结构模型的验证[期刊论文]-广州大学学报（自然科学版）2002(6)46.MeyerJP.AllenNJLinksbetweenWorkExperiencesandOganizationalCommitmentduringtheFistYearofEmployment:ALongitudinalAnalysis198847.GeorgeMLoganLoyaltyandaSenseofPurpose1984(01)48.BaraaramMcguinnessTheChangeinEmployeeLoyalty1998(02)49.JacquelineMayfield.MiltonMayfieldLeaderCommunicationStrategiesCriticalPathstoImprovingEmployeeCommitment200250.HermanRogerCorporateLoyaltyisDead1999(08)51.DavidWRhodesWanted:LoyaltyandCommitment1989(06)52.AlanDsmith.WilliamTRuppCommunicationandLoyaltyamongKnowledgeWorkers:aResourceoftheFirmTheoryView2002(03)53.SchaubroeckBrownProceduralJusticeExplanationsandEmployeeReactionstoEconomicHardship:aFieldExperimental199454.丁虹企业文化与组织承诺之关系研究1988(02)55.郑伯壎组织价值观与组织承诺、组织公民行为、工作绩效的关系:不同加权模式与差距模式之比较1993(01)56.尹衍墚组织变革策略对组织承诺之影响研究1989(08)57.叶桂珍道德伦理价值观与组织承诺、工作满意度、及离职意向之关系研究1995(03)58.刘小平组织承诺综合形成模型的验证研究[期刊论文]-科研管理2005(1)59.刘颖影响员工忠诚度的心理动因分析2003(04)60.叶仁荪.王玉芹.林泽炎工作满意度、组织承诺对国企员工离职影响的实证研究[期刊论文]-管理世界2005(3)61.ChangHisYuAStudyofServiceQuality,CustomerSatisfactionandLoyaltyinTaiwaneseLeisureIndustry2006(01)62.GronroosCMarketinginServiceCompanies198363.LehtinenU.LehtinenJServiceQuality:AStudyofQualityDimensions198264.ShahidNBhuianMarketingCuesandPerceivedQuality:PerceptionsofSaudiConsumers1997(02)65.EdvarssonBQualityinNewServiceDevelopment:KeyConceptandaFrameofreference1997(52)66.郎志平质量管理和质量体系要素199567.SasserWEarlJr.RPaulOlsonManagementofServiceOperations:TextandCases197868.ParasuramanA.ZeithamlVA.BerryLLSERQUAL:AMultiple-ItemScaleforMeasuringConsumerPerceptionsofService1988(01)69.DabholkarAP.ThorpeDI.RentzJOAMeasureofServiceQualityforRetailStores:ScaleDevelopmentandValidation1996(01)70.朱沆.汪纯孝服务质量属性的实证研究71.陈学军服务质量和企业形象关系的实证研究[期刊论文]-人类工效学2001(1)72.韩小云.汪纯孝服务性企业顾客满意感和忠诚感关系200373.ParasuramanA.ZeithamlVA.BerryLLAConceptualModelofServiceQualityandItsImplicationsforFutureResearch1985(03)74.董春婷服务质量对顾客价值、顾客满意和顾客忠诚的影响——对杭州汽车经销服务业的实证研究[学位论文]硕士200475.武永红.范秀成基于顾客价值的企业竞争力整合模型探析[期刊论文]-中国软科学2004