The trickle-down model of improper supervision points out that the negative ef-fects of improper supervision will be imitated by subordinates and passed along the organizational hierarchy. When subordinates receive improper supervision from the supervisor, they will be passed down to the subordinates in the lower level through the trickle-down effect, or passed to the customers through service performance. And ex-plore whether the supervisor’s improper supervision behavior will cause service dam-age to employees and indirectly affect employee service performance. The front-line service personnel occupies a very important role in the service industry, because when customers come to consume, they are the first to face the front-line service personnel. When the front-line service personnel are indirectly supervised due to improper super-vision When the impact leads to poor service performance, the quality of the service customers feel will also be affected, which indirectly leads to a decline in customer satisfaction.
In this article, we studied the relationship between improper supervision and cus-tomer satisfaction in the service industry, and the mediating effect of service perfor-mance on improper supervision and customer satisfaction. In addition, we assume (1) improper supervision will have a negative impact on the service performance of sub-ordinates through the trickle-down effect. (2) The service performance of employees has an intermediary effect on improper supervision and customer satisfaction. The relevant questionnaire data comes from 200 first-line service personnel engaged in the service industry, and it is distributed in two stages, which lasts a month in total.
