The concept of employee satisfaction?

Question 1: the difference between employee job satisfaction and employee satisfaction. Hello!

First, the concept of work is labor production. Mainly refers to labor. Production can create value; And labor can create value, or it can not create value, such as useless work. Work: refers to doing a series of repetitive actions (such as workers in the workshop, workers on the assembly line, etc.). ) and doing a series of repetitive things (for example, in the case of a salesman, it is all repetitive knowledge, but the person or object has changed). The job is to do repetitive actions for a long time. Create value panic through work.

Two, employees refer to enterprises (units) in various forms of employment, including regular workers, contract workers, temporary workers, interns and trainees;

This shows that one is a thing and the other is a person; The job satisfaction of this matter also includes your working environment, the nature of your work, and the people you work with. Employee satisfaction is the employee's mood in the above-mentioned work field or his feelings about the hardware, software and culture in this field.

Question 2: What is the concept of enterprise satisfaction? At present, many enterprises take "customer satisfaction" as the focus of their work and do everything possible to change new ways to upgrade and improve their services. But no matter what work they do, enterprises generally feel that the effects of these methods are not always so obvious. Therefore, measuring customer satisfaction has become a new hot topic for enterprises. However, a problem that is generally ignored by enterprises is that the satisfaction of external customers is created by employees. Have companies ever thought about whether employees are satisfied? Imagine, if employees are full of grievances or bitterness, can they still provide satisfactory services to customers? If employees' mentality is unstable, can they come and go in batches to maintain high quality service standards?

This puts forward a new topic for enterprises, and it is necessary to pay close attention to employee satisfaction, because for enterprises, employees' feelings are like a black box. If you don't know the needs of employees and their views on the company in time, it will be difficult to recover until all the problems are sharply exposed.

Many foreign studies show that only employee satisfaction can bring customer satisfaction and sustained profit growth of enterprises, while dissatisfied employees will get twice the result with half the effort in different ways, resulting in "higher employee turnover rate", "lower production efficiency" and "disloyalty of subordinates".

Consistent with the external customers of the enterprise, employees' dissatisfaction with the enterprise generally does not take the initiative to express to managers. The behavior of employees is: either bury themselves in their hearts and fight back or even leave through passive slack, or vent their dissatisfaction on customers in the process of providing services. Therefore, it is very important to give employees the opportunity to express themselves, fully reflect their voices and grasp their psychological state in time. Now many enterprises have set up "suggestion boxes", but employees dare not expose themselves, and at the same time feel unreal and unwilling to express their opinions; Human resource managers in some enterprises ask employees for information from time to time. Even if the information of some employees is reflected to the management, the management will think that this opinion is not comprehensive and objective, and will not take measures. And if the management directly asks employees, few people dare to reflect the problem correctly. This leads to the lack of communication bridge between employees and company management, which leads to the lack of information at the employee level and the inability to grasp the correct direction for the improvement of management.

Therefore, employee satisfaction survey has become a good communication and exchange tool for the company. Through the investigation of management, we can effectively diagnose the company's potential problems, understand the impact of the company's decisions and changes on employees, conduct a comprehensive audit of the company's management, ensure the company's work efficiency and best economic benefits, and reduce and correct urgent problems such as low productivity, high turnover rate and high turnover rate.

Then, how to carry out employee satisfaction survey and how to ensure that the survey can obtain real and objective information? The following five aspects of work are the guarantee of obtaining comprehensive and effective employee satisfaction survey results.

First of all, the design of the questionnaire is guided by the indicators that affect employee satisfaction.

The design of employee satisfaction questionnaire is very important, and the focus of satisfaction survey is mainly employees' satisfaction with the company and work. According to this basic framework and the goal of company survey, enterprises can first design a preliminary questionnaire, then select some employees in the company to participate in the questionnaire test, and then adjust the wording and questions of the questionnaire to form the final structured questionnaire.

Generally speaking, the questionnaire of employee satisfaction survey needs to focus on the culture and values of the enterprise. Enterprises need to establish a scientific employee evaluation index system according to their own actual situation, and conduct regular surveys to understand the dynamic changes of employee satisfaction. Usually, when conducting employee satisfaction surveys, it is necessary to understand employees' concepts, enterprise values and the overall quality of enterprise management.

The study found that the following indicators are important aspects that affect employee satisfaction, and should be considered when designing employee satisfaction surveys:

1. Organizational goal: Does every employee of the enterprise know and confirm the organizational goal and take pride in it?

2. Organization: Does the enterprise have strict rules and regulations, management policies and procedures, management systems and practices, and formal organization and reporting systems?

3. Organizational efficiency: employees' confidence in the overall ability of the organization and its success, and the degree to which the organization achieves its goals.

4. Communication: vertical and horizontal communication of information within the organization.

5. Coordination and cooperation: organization >>

Question 3: Is the significance of improving employee satisfaction the same as that of research? Pan Chengde, Consultant: Li Cong, President of the American Ocean Industrial Company, once put forward a "golden rule": Take care of your customers and your employees, and the market will take care of you more.

"Customer" is the external customer of the enterprise, and "employee" is the internal customer of the enterprise. Only by giving consideration to both internal and external factors can an enterprise achieve ultimate success. Employees are enterprises.

Question 4: Interpretation of the definition of job satisfaction Many scholars have given different definitions of job satisfaction according to different research intentions, which can be summarized into the following three comprehensive definitions to give a general explanation of job satisfaction. They believe that job satisfaction is a single concept, an attitude or view to the job itself and related environment, and an overall emotional response to their job roles, which does not involve the orientation, reasons and process of job satisfaction. The definition of gap means that the level of job satisfaction depends on the difference between the reward that an individual actually gets and the reward that he thinks he deserves. That is, the gap between what they get and what they expect. The smaller the gap, the greater the degree of satisfaction, so this definition is also called "definition of demand defect". Scholars who support the definition of reference frame believe that the most important factor affecting people's attitudes and behaviors is people's subjective perception and interpretation of these objective characteristics, which is influenced by individual self-reference frame. Therefore, this definition can be said to be the satisfaction of special facets, which is manifested in the emotional response of workers to special facets.

Question 5: What is the research background and achievements of employee satisfaction? 1. It not only reflects the satisfaction of employees, but also reflects the actual achievements of enterprises in meeting the needs of employees. Satisfaction is a relative concept: satisfaction beyond expectations; Satisfied with expectations; Dissatisfaction is lower than expected. In a specific working environment, employees can determine the gap between the actual value and the expected value through their self-awareness of job characteristics. The gap is large and the satisfaction is low; On the contrary, the gap is small and the satisfaction is high. It not only reflects the satisfaction of employees, but also reflects the actual achievements of enterprises in meeting the needs of employees. Satisfaction is a relative concept: satisfaction beyond expectations; Satisfied with expectations; Dissatisfaction is lower than expected. In a specific working environment, employees can determine the gap between the actual value and the expected value through their self-awareness of job characteristics. The gap is large and the satisfaction is low; On the contrary, the gap is small and the satisfaction is high.

Understanding employees' psychological and physiological satisfaction with enterprise environmental factors and making adaptive changes will help reduce employee turnover rate and improve enterprise economic performance. People often feel satisfied because they have reached a certain goal or their needs have been met. Satisfaction can be divided into positive and negative. Satisfaction and dissatisfaction represent diametrically opposite directions, but they are not the two ends of the same line segment. In the late 1950s, Herzberg, an American psychologist, found that people were not dissatisfied with the organization's policies and management, working conditions, interpersonal relationships and salaries. If they are satisfied, if they are not satisfied, they will be dissatisfied, which is what Herzberg called the "health care" factor; For achievements, recognition and responsibility, you are satisfied when you are satisfied. If you are not satisfied, you are not satisfied, but you will not be dissatisfied. Herzberg called it an "incentive" factor.

Understanding employees' psychological and physiological satisfaction with enterprise environmental factors and making adaptive changes will help reduce employee turnover rate and improve enterprise economic performance. People often feel satisfied because they have reached a certain goal or their needs have been met. Satisfaction can be divided into positive and negative. Satisfaction and dissatisfaction represent diametrically opposite directions, but they are not the two ends of the same line segment. At the end of 1950s, American psychologist Herzberg found that people are not satisfied with organizational policies and management, working conditions, interpersonal relationships, salaries, etc. If they are not satisfied, they will be dissatisfied, which is what Herzberg called "health care" factor. For achievements, recognition and responsibility, you are satisfied when you are satisfied. If you are not satisfied, you are not satisfied, but you will not be dissatisfied. Herzberg called it an "incentive" factor. 2. Employee satisfaction survey: It is a scientific human resource management tool. It usually collects employees' satisfaction information on all aspects of enterprise management in the form of questionnaires, and then through subsequent professional and scientific data statistics and analysis, it truly reflects the management status of the company and provides objective reference for enterprise managers to make decisions. The employee satisfaction survey also helps to cultivate employees' sense of identity and belonging to the enterprise, and constantly enhances employees' centripetal force and cohesion to the enterprise. Employee satisfaction survey activities enable employees to establish enterprise-centered group consciousness on the basis of democratic management, thus subconsciously generating strong centripetal force for * * * *. A successful employee satisfaction survey usually has the following four functions: 1, "earthquake predictor"-as a means of prevention and monitoring, it can diagnose the potential crisis problems of enterprises, capture the ideological trends and psychological needs of employees in time, and take targeted countermeasures; 2, enterprise "thermometer"-through the measurement of satisfaction index, find out the reasonable and unreasonable factors of employees' satisfaction or dissatisfaction with enterprise management, so as to formulate and adjust management system in a targeted manner; 3. "Physical Fitness Checklist"-comprehensively, systematically and objectively evaluate the influence of organizational change and enterprise policies on employees and the current situation and level of enterprise management through employee satisfaction survey, and provide effective data for improving the comprehensive competitiveness of enterprises; 4. "CT detector"-as a scanner of enterprise performance, it provides data of enterprise management performance, monitors enterprise management effectiveness and grasps enterprise development trend. The summary results of employee satisfaction survey can provide quantitative data from employee public opinion for enterprise/department performance. Employee satisfaction survey is the basic tool of enterprise management. All management activities and management systems of an enterprise serve the profit and performance of the enterprise. The starting point and destination of management is people, and employees are also the only life and energy in enterprise management ... >>

Question 6: What are the contents of employee satisfaction survey? It is necessary for enterprise managers to understand and actively implement employee satisfaction survey, which is extremely beneficial to the stability and daily business development of enterprises. Generally speaking, higher employee satisfaction will bring higher work enthusiasm and efficiency. Therefore, at present, many enterprises are trying to implement employee satisfaction survey more reasonably in management. Of course, there are various ways, but this is not the most important. The employee satisfaction survey network believes that the most important thing is that enterprises need to be clear about what the survey will involve. Generally speaking, the focus of employee satisfaction survey is two modules: salary and welfare and promotion and development, but other modules can not be ignored, such as the following three aspects: 1. Work background satisfaction (1) workspace quality: satisfaction with the material conditions of the workplace and the regional environment where the enterprise is located; (2) Work and rest system: reasonable commuting time and overtime system. (3) Completeness of working equipment: whether the necessary conditions, equipment and other resources are complete and sufficient; (4) Satisfaction with welfare benefits: satisfaction with welfare, medical care and insurance, holidays and vacations. Second, the degree of satisfaction with the work group (1) and the degree of cooperation and harmony: the trust, support and guidance of superiors, the mutual understanding and understanding of colleagues, and the understanding and task completion of subordinates; (2) Information disclosure: information channels are smooth, and information dissemination is accurate and efficient. Third, the degree of satisfaction with the enterprise (1) Enterprise understanding: the degree of understanding and recognition of the history, corporate culture and strategic policies of the enterprise; (2) Organizational participation: opinions and suggestions are taken seriously and participate in decision-making.

Question 7: Generally speaking, what is the job satisfaction?

Job satisfaction (job satisfaction)

, usually refers to a person in the process of working in an organization, the work itself and its related aspects (including working environment, working state, working mode, working pressure, challenges, interpersonal relationships at work, etc. ) there is a benign sensory psychological state.

Definition of job satisfaction

Many scholars have given different definitions of job satisfaction according to different research intentions, which can be summarized into the following three types.

1. Comprehensive definition: A unified explanation of job satisfaction is given. It is considered that job satisfaction is a single concept, an attitude or view to the job itself and related environment, and an overall emotional response to its job role, and it does not involve the orientation, reasons and process of job satisfaction.

2. Definition of gap: It means that the level of job satisfaction depends on the gap between the reward that an individual actually gets and the reward that he thinks he deserves. That is, the gap between what they get and what they expect. The smaller the gap, the greater the degree of satisfaction, so this definition is also called the definition of demand defect.

3. Definition of frame of reference: scholars who support this definition believe that the most important factor affecting people's attitudes and behaviors is people's subjective perception and interpretation of these objective characteristics, which is influenced by personal self-reference frame. Therefore, this definition can be said to be the satisfaction of special facets, which is manifested in the emotional response of workers to special facets.

Job Satisfaction and People's Career

From the organizational point of view, personal job satisfaction is not only an important factor affecting organizational performance, but also an important factor affecting talent flow and personal career development path. There is a close reverse relationship between employee turnover and job satisfaction, but there is a small relationship between employee turnover and job grasp and performance.

Importance of job satisfaction

In an organization, it is of great significance for the management to know the employee's job satisfaction information for the development and management of human resources:

(a) Monitoring the organizational situation

(B) improve organizational management

Through the investigation of employees' job satisfaction, we can see employees' views on superiors, improve communication within the organization, and help improve human resource development and management from multiple angles.

(C) to mobilize the enthusiasm of employees

(D) to promote the development of employees

(v) Monitoring the organizational reform plan

Influencing factors of job satisfaction

(A) the basic factors that determine job satisfaction

The fundamental factors that determine a person's job satisfaction are people's needs and values.

(b) Five core elements of work

Richard. Edward hackman? Lawler and other scholars put forward the theory that work consists of five core factors: skill diversity, task integrity, task importance, work autonomy and feedback of work results.

Herzberg believes that the factors affecting job satisfaction can be divided into physical environment factors, social factors and personal psychological factors. Physical environment factors include workplace conditions, environment and facilities; Social factors refer to employees' attitude towards the management of the work unit, as well as the degree of recognition and ownership of the unit; Personal psychological factors include views and attitudes about the meaning of their work, as well as the leadership style of their superiors. According to the survey of OECD 1998, it is found that salary, work busyness, flexible working hours, promotion and development opportunities, job stability, work interest, work autonomy, opportunities to help others and contribution to society are important factors that determine employees' job satisfaction.

Question 8: What is the concept of customer satisfaction? 1. Customer satisfaction is a relative concept, which is the matching degree between customer's expected value and final value. The expectation of customers is related to the fees they pay. The higher the cost, the higher the expectation. As far as buses are concerned, the main cost is time. 3. The higher the customer participation, the more efforts and the higher the customer satisfaction. The harder it is to get, the more it will be cherished. Because you are running all the way and panting, you know how difficult the journey is, but it is very easy to wait quietly. What is real customer service satisfaction? The customer's personal demand for service and his past experience in enjoying service, together with his reputation for the service of an enterprise around him, constitute the customer's expectation for service. As an enterprise, when providing services to customers, it is also constantly learning customers' expectations for services, and then providing services to customers according to its own understanding of customer expectations. However, in reality, there is a certain gap between enterprises' understanding of customer expectations and the services provided by enterprises and customers' own expectations of services. There are five possible situations: there is a gap between customer's expectation of service and enterprise management's cognition of customer's expectation; The gap between the service commitment made by enterprises to customers and the service quality actually provided by enterprises to customers; The gap between the enterprise's requirements for customer service quality standards and the service quality actually provided by service personnel; The gap between enterprise management's cognition of customer expectations and enterprise customer service quality standards; The gap between the customer's perception of the service provided by the enterprise and the customer's own expectation of the service can be measured, which is the satisfaction of customer service. American Forum Company, the most authoritative customer service research institution in the United States, invested hundreds of researchers for nearly 10 years, and conducted a detailed and in-depth investigation and research on nearly 10,000 customer service personnel and customers in four industries in the United States, including retail, credit card, banking, manufacturing, insurance, service maintenance, etc.10, and found a rater index that can effectively measure the quality of customer service. Scorer index is the abbreviation of five English words, which respectively represent reliability, assurance, materiality, empathy and responsiveness. Customer's satisfaction with the enterprise directly depends on the rater index. 1. Reliability: refers to whether an enterprise can consistently fulfill its commitment to customers. When this enterprise really does this, it will have a good reputation and win the trust of customers. 2. Professionalism: refers to the professional knowledge, skills and professional quality of enterprise service personnel. Including: the ability to provide quality services, courtesy and respect for customers, and effective communication skills with customers. 3. Tangibility: refers to the tangible service facilities, environment, the appearance of service personnel and the tangible performance of service's help and care for customers. Service itself is an intangible product, but a clean service environment, special seats for children in restaurants, service girls who lead children to sing and dance in McDonald's and so on can make this intangible product tangible. 4. Empathy: It means that service personnel can always put themselves in the customer's shoes and truly sympathize with and understand the customer's situation and needs. 5. Responsiveness: refers to the desire of service personnel to respond to customer needs in time and provide services quickly. When there is a service problem, responding immediately and solving it quickly can bring positive influence to the service quality. As customers, what we need is a proactive service attitude. Through the in-depth investigation and study of American Forum Company, it is found that customers' views on the importance of the five elements of service quality are different from those of enterprises: customers think that reliability and responsiveness are the most important of the five elements of service. This shows that customers prefer enterprises or service personnel to fully fulfill their commitments and solve problems for them in time. However, enterprises believe that visibility is the most important of these five service elements. This just shows that there is a gap between the expectations of enterprise management and customers. At this point, we can see that the satisfaction of customer service is closely related to the customer's expectation of service. Enterprises need to constantly measure their services from the customer's point of view through the five elements of service quality, and only the services provided by enterprises exceed ...

Question 9: What are the main factors that affect employees' job satisfaction? 1. personality: extroverted personality has higher job satisfaction than introverted personality.

2. Values: People who pay attention to enjoying the work process have higher job satisfaction than those who pay attention to work return.

3. Work situation: In the eyes of workers, whether the work itself is interesting or not, the meaning of politeness will also affect job satisfaction; Relationships with colleagues and superiors will also affect job satisfaction.

4. Social influence: colleagues, family and culture will also affect job satisfaction. For example, a child from a wealthy family will not be satisfied with a job with a monthly salary of several hundred yuan.

Question 10: the definition of customer satisfaction refers to the degree to which customers feel that their express, usually implied or necessary needs or expectations have been met. Satisfaction is the feedback of customer satisfaction. It is the evaluation of the performance of the product or service and the product or service itself; Giving (or giving) the happiness level related to consumer satisfaction, including the level below or above satisfaction, is a psychological experience.