tele

This study examines the interplay between employee satisfaction, customer satisfaction, financial performance, learning and growth, and safety culture within Saudi Arabian telecommunications firms. Grounded in theories like social exchange, human capital, and contingency, the research explores these dynamics amid Vision 2030 reforms. Using a cross-sectional survey of 377 employees, the analysis employs Covariance-Based Structural Equation Modeling. Contrary to expectations, employee satisfaction did not significantly predict customer satisfaction or financial performance, while learning opportunities showed a negative mediation effect. Safety culture did not moderate direct relationships but partially influenced the mediation effect on customer satisfaction. Findings highlight the impact of Saudi Arabia’s collectivist culture and hierarchical structures on traditional management practices, advocating for HR strategies that reflect local cultural and economic nuances.

本项研究探讨沙特阿拉伯电信公司内部员工满意度、顾客满意度、财务绩效、学习与成长以及安全文化之间的相互关系。该研究基于社会交换理论、人力资本理论和权变理论，在2030愿景改革的大背景下，深入分析了这些动态变化。通过针对377名员工的横断面调查，研究采用了基于协方差的结构方程模型进行数据分析。与预期相反，员工满意度并未对顾客满意度或财务绩效产生显著预测作用，而学习机会却显示出负向中介效应。安全文化并未调节直接关系，但部分影响了顾客满意度上的中介效应。研究结果突显了沙特阿拉伯集体主义文化和等级结构对传统管理实践的影响，并主张采取反映当地文化及经济细微差异的人力资源策略。