作　　者： (谭国威）; (马钦海）;

机构地区： 东北大学工商管理学院,沈阳110167

出　　处： 《技术经济》 2017年第8期55-60,共6页

摘　　要： 利用对420名消费者的问卷调查数据,运用结构方程模型实证分析了共创价值是如何影响顾客满意和员工工作满意度、进而如何作用于顾客忠诚和员工工作绩效水平的。结果表明:共创价值与顾客满意显著相关,并对顾客满意具有促进作用;顾客满意对顾客忠诚具有促进作用;共创价值与员工工作满意度显著相关,并对员工工作满意度具有促进作用;员工工作满意度对其工作绩效具有促进作用;顾客满意与员工工作绩效显著相关,并对员工工作绩效具有促进作用;员工工作满意度与顾客忠诚显著相关,并对顾客忠诚具有促进作用。 Based on the data from the questionnaire survey on 420 consumers,this paper empirically studies that how co-value creation affects customer＇s satisfaction and employee＇s satisfaction,and then how to act on customer＇s loyalty and employee＇s performance level by the structural equation model.The results show as follows：co-value creation has a significant correlation with customer＇s satisfaction,and has a positive effect on customer＇s satisfaction;customer＇s satisfaction has a positive effect on customer＇s loyalty;co-value creation is significantly related to employee＇s satisfaction,and has a positive effect on employee＇s satisfaction;employee＇s job satisfaction could enhance employee＇s performance significantly;customer＇s satisfaction and employee＇s job performance significantly related,and customer＇s satisfaction could improve employee＇s job performance significantly;employee satisfaction and customer loyalty significantly correlated,and employee satisfaction could enhance customer loyalty.

关 键 词： 共创价值 顾客满意 顾客忠诚 工作满意度 工作绩效