顧客滿意度已隨著產業快速蓬勃發展，成為企業必須加強重視的成功關鍵要素。而企業如何透過讓員工滿意、進而能展現出讓顧客滿意與高度忠誠的服務？則是仍待進一步深究的議題。本研究以「服務利潤鏈」模式為基礎，納入人力資源管理制度做為前段測試，並結合影響服務轉化為利潤過程的關鍵因素：情緒勞動，以探討人力資源制度是否會透過服務人員的內、外在工作滿意，進而影響其情緒勞動的展現，最終反映在顧客滿意與忠誠之上。
本研究採配對問卷調查法，並採兩時間點 (間隔兩週)與不同來源 (服務人員、顧客)的方式蒐集資料，研究對象為各產業的服務人員及其顧客做為研究樣本，共計回收220份有效配對樣本。結構方程模式結果顯示，結果導向的績效評估制度會透過強化員工外在工作滿意，進而降低表層演出的程度；而完善的教育訓練制度會透過內在滿意，進而影響深層演出，且服務人員深層演出確實會提升顧客滿意度，進而更提升顧客忠誠與顧客推薦。最後，本研究根據研究結果，提出管理意涵如下：(1) 企業需確實實施結果導向績效評估制度、(2) 企業需注重訓練制度、(3) 加強員工深層演出的能力。

Customer satisfaction has become the key success factor enterprises have to emphasize with the rapid development of all industries. However, to enhance customer loyalty by better customer satisfaction, the organizations need to satisfy employees first. This study, based on service profit chain, was designed to discuss how human resource practices influence employee satisfaction, which in turn affects emotional labor performed and further leads to customer attitude and loyalty.
The study collected the data from 220 service workers and customers pairs from different industries and occupations. The results of the structural equation modeling analyses showed that: (a) results-oriented performance appraisals increase employees’ extrinsic job satisfaction, which in turn reduces employees’ surface acting; (b) extensive training programs can increase employees’ intrinsic job satisfaction, which in turn predicts customer satisfaction, loyalty, and recommendation through enhancing employees’ deep acting. Theoretical and practical implications of our findings are discussed.

論文審定書 i
論文公開授權書 ii
謝 誌 iii
摘 要 iv
Abstract v
目 錄 vi
圖 次 viii
表 次 ix
第一章 緒論 1
第二章 文獻探討與假設推導 4
第一節 服務利潤鏈 4
第二節 人力資源制度與員工工作滿意度之關係 6
第三節 員工工作滿意度與情緒勞動之關係 9
第四節 服務人員情緒勞動、顧客滿意、顧客忠誠與顧客推薦之關係 10
第三章 研究方法 13
第一節 研究架構與研究假設 13
第二節 研究樣本與施測程序 14
第三節 研究工具 15
第四節 資料分析方式 18
第四章 研究結果與討論 19
第一節 各變數間之敘述統計與相關係數 19
第二節 驗證性因素分析 21
第三節 替代模式檢視 22
第四節 假設檢定 23
第五章 討論與建議 26
第一節 理論貢獻 26
第二節 管理意涵 28
第三節 研究限制與未來建議 30
參考文獻 32
附錄 服務人員問卷 42
附錄 顧客問卷 48

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