Employee job satisfaction and customer-oriented behavior: A study of frontline employees in the foodservice industry

Eun-Kyong Choi · Hyun-Woo Joung

45 citations0/0 files storedJournal of Human Resources in Hospitality & Tourism

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

Abstract

As the significance of frontline employees increases in the foodservice industry, organizations are paying more attention to internal marketing and customer-oriented behavior for the success of their business. Thus, this study surveys restaurant employees to investigate the impact of development and rewards on job satisfaction and customer-oriented behavior from the perspective of restaurant employees. This study not only supports aspects of previous literature, but also proposes a testable and parsimonious research model by exploring development, rewards, job satisfaction, and customer-oriented behavior simultaneously and revealing how those factors are correlated. Finally, limitations and future research directions are addressed.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988Structural equation modeling in practice: A review and recommended two-step approach.1975Development of the Job Diagnostic Survey.1976The nature and causes of job satisfaction 1983Organizational citizenship behavior: Its nature and antecedents.1994Putting the Service-Profit Chain to Work 1992Marketing Services: Competing Through Quality 1996The Management of Customer-Contact Service Employees: An Empirical Investigation

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