The Effects of Organizational Standards and Support Functions on Guest Service and Guest Satisfaction in Restaurants
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Susskind, Alex M.; Kacmar, Michele K.A.; Borchgrevink, Carl P.
A model examining the relationship between restaurant employees' reactions to their work environment and their jobs as service providers and guest satisfaction was tested among 25 restaurants from a casual dining restaurant chain. In the model the relationship between guest service employees' work-related perceptions and attitudes are connected to guests' reported satisfaction. Results show that employees' perceptions of organizational standards for service delivery being present in their restaurants was strongly related to their perceptions of receiving adequate support from coworkers and supervisors to perform their jobs. Employees' perceived support from coworkers was significantly related to service providers' guest orientation (commitment to their guests), while perceived support from supervisors proved to be a weak influence on guest orientation. Ultimately service providers' guest orientation was strongly related to guests' satisfaction with their service experience in the restaurant.
restaurants; guest service; service standards; guest server exchange
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