publication . Other literature type . Preprint . 2002

HR PRACTICES, EMPLOYEE BEHAVIOR, CUSTOMER SATISFACTION, AND RESTAURANT PERFORMANCE

Smela, Stephen J.; Smela, Stephen J.;
English
  • Published: 01 Jan 2002
  • Publisher: Unknown
Abstract
This paper looks at performance at the individual restaurant level from the perspective of management, customers and employees. The results are based on surveys of each of these three groups conducted between June and September 2001 at a sit-down, casual restaurant chain. There are several key findings. Service-related employee training and giving staff a say in making decisions improves customer satisfaction and loyalty. How employees perceive the service climate in their restaurant is a better predictor of positive customer perceptions than managers' appraisal. Employees who score higher in terms of being conscientious and extroverted on a personality test per...
Subjects
ACM Computing Classification System: ComputingMilieux_THECOMPUTINGPROFESSION
free text keywords: Consumer/Household Economics, Labor and Human Capital, Marketing,, Consumer/Household Economics, Labor and Human Capital, Marketing

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publication . Other literature type . Preprint . 2002

HR PRACTICES, EMPLOYEE BEHAVIOR, CUSTOMER SATISFACTION, AND RESTAURANT PERFORMANCE

Smela, Stephen J.; Smela, Stephen J.;