第2页共42页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共42页企业员工满意度与顾客满意度比较研究报告目录摘要......................................................................................................................................................2第1章报告综述..............................................................................................................................21.1报告研究的目的及意义..............................................................................................................................21.2报告研究的主要内容和思路......................................................................................................................3第2章国内外满意度理论综述......................................................................................................52.1员工满意度理论综述..................................................................................................................................52.2顾客满意度理论综述..................................................................................................................................8第3章基于企业文化的员工满意度与顾客满意度研究........................................................一三3.1企业文化的概念....................................................................................................................................一三3.2企业文化与两个满意度的关系................................................................................................................143.3基于企业文化两个满意的提高途径....................................................................................................一五第4章基于产品质量的员工满意度与顾客满意度研究............................................................174.1质量的概述................................................................................................................................................174.2产品质量与两个满意度的关系............................................................................................................一八4.3基于产品质量两个满意度的提高途径....................................................................................................20第5章基于领导行为的员工满意度与顾客满意度研究............................................................225.1领导行为的概念........................................................................................................................................225.2领导行为与两个满意度的关系................................................................................................................255.3基于领导行为两个满意的提高途径........................................................................................................25第6章员工满意度与顾客满意度的测量与评价........................................................................286.1员工满意度的测量与评价........................................................................................................................286.2顾客满意度的测量与评价........................................................................................................................32结论.....................................................................................................................................................
