Faculty & Research
The Effects of Organizational Standards and Support Functions on Guest Service and Guest Satisfaction in Restaurants
Vol 7 No 8
By: Alex M. Susskind Ph.D., Michele K. Kacmar Ph.D. and Carl P. Borchgrevink Ph.D.
Executive Summary: 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 25 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 organizational standards for service delivery being present in their restaurants was 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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- The Effects of Organizational Standards and Support Functions on Guest Service and Guest Satisfaction in Restaurants By: Alex M. Susskind Ph.D., Michele K. Kacmar Ph.D. and Carl P. Borchgrevink Ph.D.
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Other Reports or Articles You May Find of Interest
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- The Effects on Perceived Restaurant Expensiveness of Tipping and Its Alternatives, by Shuo Wang and Michael Lynn
- Unlocking the Secrets of Customers' Choices, by Rohit Verma
About Alex M. Susskind Ph.D.
Alex M. Susskind is an associate professor at the School of Hotel Administration and a member of the Graduate Field of Communication at Cornell University. He earned his Ph.D. in Communication from Michigan State University with cognates in organizational communication and organizational behavior where he also earned his MBA with a concentration in personnel and human relations. Dr. Susskind's research is based primarily in organizational communication and organizational behavior. He is currently researching: (a) the influence of customer-service provider interaction as it relates to organizational effectiveness and efficiency from the perspective of guests, employees, and managers; and (b) the influence of communication relationships upon individuals’ work-related attitudes and perceptions surrounding organizational events and processes such as teamwork and downsizing.
