中文摘要：

员工-顾客间互动是酒店服务互动的重要形式之一,更是顾客感知服务质量、服务价值以及满意度的基础。文章从员工角度出发,构建了员工-顾客间互动频率、互动质量与员工工作效率、顾客满意度等变量之间的关系模型。以酒店员工为调查对象,以问卷调查为主要调研方式,利用结构方程模型进行实证检验。研究发现,员工-顾客间的互动频率和互动质量对员工工作效率有显著正向影响,工作效率在互动频率和顾客满意度之间具有完全中介效应,在互动质量和顾客满意度之间具有部分中介效应。

英文摘要：

Employee-customer interaction is an important type of hotel service interaction, which forms the basis of customer-perceived service quality, service value, and satisfaction. Staff work efficiency and customer satisfaction are two important factors affecting hotel service productivity. While the former determines hotel in-house service productivity, the latter has a strong influence on consumers＇ next consumption decisions. Hotel employee work efficiency and customer satisfaction are generated in the interaction between employees and customers, so the interaction between employees and customers is a common driving factor of both. This paper constructs a relationship model linking employee- customer interaction frequency and quality, as well as such factors as employee work efficiency and customer satisfaction, from the employee＇s point of view. In this study, a questionnaire-based survey was conducted, focusing on front-line staff. The questionnaire was designed based on existing research results, and a pretest was completed in two five-star hotels in Xiamen. A total of 120 questionnaires were distributed. On the basis of the pretest, the researchers revised and completed the questionnaire, then formally surveyed 450 front-line employees of seven five-star hotels distributed in the three regions of Xiamen, Shanghai and Quanzhou. Thereafter, a descriptive statistical analysis, as well as a reliability and validity test were carried out by SPSS 17.0, and a validation factor analysis, a hypothesis test and model construction were carried out by SEM. It was found that interaction frequency and interaction quality have a fundamental effect on work efficiency and customer satisfaction. Not only do interaction frequency and interaction quality have a direct influence on work efficiency, they also have a significant indirect effect on customer satisfaction. Interaction frequency and interaction quality can improve staff efficiency significantly, and work efficiency has a significant positive effect on customer satis