Service Climate in Restaurants

Abstract

This study focused on identifying the most relevant dimensions of service climate in restaurant settings. A series of confirmatory factor analysis were performed to check the construct validity of the service climate using data collected in a field survey of 452 frontline employees working in 31 different foodservice establishments. Four dimensions of service climate were identified: service vision, service training, supervisor support, and reward and recognition. The validated 22-item scale of service climate can be used as a potential tool for evaluating the service climate in foodservice establishments.

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