作　　者： ; (任浩）;

机构地区： 同济大学经济与管理学院

出　　处： 《工业工程与管理》 2007年第2期79-84,共6页

摘　　要： 通过对制造企业的调查和取样分析不仅验证了这一结论,而且发现,相对于授权、员工工作满意而言,高层管理者对顾客满意的影响最为显著。这表明在质量管理方面,发挥高层管理者的作用非常重要,它不仅通过授权影响员工工作满意进而影响顾客满意,还通过协调与顾客的关系,直接影响顾客满意。 Top management leadership and commitment, empowerment are assumed to be related to customer satisfaction by Many literature. However, few studies have been done to test this assumed relationship and explore more effective approaches of quality management. This study not only validates the conclusion but also finds that top management leadership is more powerful to customers＇ satisfaction compared with employees＇ empowerment and job satisfaction by investigating manufacture organizations that have adopted quality management. It shows that it is very important to exert top managers＇ role. Top managers not only influence empowerment and job satisfaction but also have an effect on customers＇ satisfaction by coordinating relation with customers.

关 键 词： 高层领导 授权 员工工作满意 顾客满意

领　　域： [经济管理—企业管理] [经济管理—国民经济]