Cornell Hotel and Restaurant Administration Quarterly

 

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Cornell Hotel and Restaurant Administration Quarterly, Vol. 48, No. 4, 370-379 (2007)
DOI: 10.1177/0010880407300158

How Organizational Standards and Coworker Support Improve Restaurant Service

Alex M. Susskind

Cornell University School of Hotel Administration, ams76{at}cornell.edu

K. Michele Kacmar

University of Alabama, mkacmar{at}cba.ua.edu

Carl P. Borchgrevink

Michigan State University, carlb{at}bus.msu.edu

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.

Key Words: restaurant management • service quality • servers' attitudes • guest satisfaction


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