How Organizational Standards and Coworker Support Improve Restaurant Service

Alex M. Susskind · K. Michele Kacmar · Carl P. Borchgrevink

139 citations0/0 files storedCornell Hotel and Restaurant Administration Quarterly

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Employee Performance and Motivation

Abstract

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 twenty-five 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 the presence of organizational standards for service delivery were 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.

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References

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2017Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance 2016An emotional labor perspective on the relationship between customer orientation and job satisfaction 2010Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants 2013Job Characteristics, Job Satisfaction, and Organizational Commitment for Hotel Workers in Turkey 2009

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