How the achievement of human-resources goals drives restaurant performance

Daniel J. Koys

91 citations0/0 files storedCornell Hotel and Restaurant Administration Quarterly

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Employee Performance and Management Job Satisfaction and Organizational Behavior Employee Performance and Motivation

Abstract

Abstract In an effort to connect employee attitudes and behavior to a restaurant's business success, this study examined causal relationships between data measured a year apart. The data, drawn from 28 restaurants in a regional chain, show that employee satisfaction, organizational citizenship behavior, and employee retention, as measured in the first year, influence customer satisfaction and financial performance, as measured in the following year. The reverse relationship did not hold, providing evidence that good people management influences restaurant performance, rather than the other way around.

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References

1995THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE.1991THE BIG FIVE PERSONALITY DIMENSIONS AND JOB PERFORMANCE: A META‐ANALYSIS 2000Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research 1994EFFECTS OF HUMAN RESOURCE SYSTEMS ON MANUFACTURING PERFORMANCE AND TURNOVER.1996THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON PERCEPTIONS OF ORGANIZATIONAL PERFORMANCE.1994Competitive Advantage Through People 1998Linking service climate and customer perceptions of service quality: Tests of a causal model.1997Organizational citizenship behavior and the quantity and quality of work group performance.

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2008Employee satisfaction, customer satisfaction, and financial performance: An empirical examination 2018The Effect of Employee Engagement on Organizational Performance Via the Mediating Role of Job Satisfaction: The Case of IT Employees in Jordanian Banking Sector 2010The relationship between human resource management practices, business strategy and firm performance: evidence from steel industry in Taiwan 2005The impact of developmental experience, empowerment, and organizational support on catering service staff performance

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