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首页> 外文期刊>Journal of Applied Psychology >Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth
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Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth

机译：商店经理的绩效和满意度：对商店员工绩效和满意度，商店顾客满意度以及商店顾客支出增长的影响

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摘要

Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers.
机译：基于情感传染理论和价值利润链文献，本研究提出了许多假设，这些假设显示了小商店，少量雇员零售环境中的经理如何影响商店的雇员，顾客以及潜在的商店绩效。利用来自306个商店经理，1,615个商店客户联系员工和单个零售链上的57,656个客户的数据，作者检查了商店经理工作满意度和工作绩效，商店客户联系雇员工作满意度和工作绩效，客户满意度之间的关系。零售商，以及基于客户支出的商店绩效指标（客户支出在2年内的增长）。通过路径分析，支持了这些构造之间的几种假设的直接和相互作用关系。结果表明对学术研究人员和零售经理具有启示意义。

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