中文摘要：

许多学者的研究结果都表明，优质服务是决定顾客满意度的最重要因素之一。但这些学者的研究往往将员工的服务质量与顾客的满意感当做单一层次变量处理。在深入文献研究的基础上，本文提出了一个包括顾客心理授权在内的员工服务质量与顾客满意感关系的新模型，并采用多层次模型分析方法，着重分析了控制欲对顾客心理授权与顾客满意感的调节效应。数据分析结果表明，员工的服务质量并不直接影响顾客满意度，而是通过顾客心理授权对顾客满意度产生间接作用，也就是说，顾客心理授权是服务质量对顾客满意感影响的中介。此外，顾客的控制欲正向调节心理授权对满意感的影响作用。即企业只有授权给控制欲强的顾客，才能显著提高顾客满意度。本文研究结果进一步深化了关于满意度的研究，丰富了营销学界对顾客授权理论的研究。对服务性企业采取针对顾客的授权措施，提高顾客满意程度有一定的实践指导意义。

英文摘要：

It is generally acknowledged that high service qual- ity leads to customer satisfaction. However, this conclusion is based on single-level model test result. Most marketing research- ers treated employee service quality and customer satisfaction as same level variables. Based on literature review, the authors proposed a new model about service quality and customer sat- isfaction, in which customer psychological empowerment and customers＇ desire of control were included. The mediated effect of customer psychological empowerment and moderated effect of desire of control were tested especially. Because service quality is a variable which measures employees＇ service behavior, customer satisfaction is a variable which measures customers＇ attitude, these two variables are different level variables, single-level model cannot explain the relationship between employees＇ service qual- ity and customer satisfaction exactly. Therefore, our model was tested by HLM 6.0. Multilevel model analysis results indicated that customer perceived service quality doesn＇t affect customer satisfaction directly, but affect customer satisfaction indirectly through customer psychological empowerment. That is, customer psychological empowerment fully mediates the effect of customer perceived service quality on customer satisfaction. Besides this, customers＇ desire of control positively affects customer psycho- logical empowerment, and moderates the relationship between customer psychological empowerment and customer satisfaction. This study can deepen customer satisfaction theory research and enrich researches on customer psychological empowerment, and has some practical implications for service company. With the de- velopment of experience economics, service company can improve customer satisfaction through empowering right customers. At the same time, the nature of industry and the characteristic of cus- tomer should be considered while empowering customers. There are some limitations in this research. First, it is a cross-sectio