원문정보
초록
영어
The objective of this paper is to represent that the contact employee plays an important role in service quality and service value in high contact service industries. This paper investigates the relationships among employee satisfaction, employee loyalty, service quality and service value 81 professional service companies (consulting firms) in Korea. The results show that employee satisfaction affects employee loyalty. We also found that employee loyalty is significantly related to service quality and service value. In turn, Service quality influences service value. We provide empirical evidence that employee satisfaction and loyalty plays a significant role in enhancing the service quality and service value for customer satisfaction in high-contact service industry.
목차
1. Introduction
2. Background and research hypothesis
2.1 Service typologies/taxonomies
2.2 Employee satisfaction and employee loyalty
2.3 service quality and service value
3. Research method
3.1 Sample and data collection
3.2 Measurements
4. Analysis and Results
5. Conclusions
References