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| Tekijä: | Susskind, A.M. Kacmar, K.M. Borchgrevink, C.P. |
| Otsikko: | How organizational standards and coworker support improve restaurant service |
| Lehti: | Cornell Hotel and Restaurant Administration Quarterly
2007 : NOV, VOL 48:4, p. 370-379 |
| Asiasana: | restaurants management service quality standards employee attitudes consumer satisfaction |
| Vapaa asiasana: | guest satisfaction servers' attitudes |
| Kieli: | eng |
| Tiivistelmä: | This paper reports on qualitative research which explored the linkage between restaurant employees' attitudes and consumers' satisfaction in 25 restaurants from a casual dining restaurant chain. The paper documents that service providers' quest orientations was closely connected to restaurant customers' satisfaction. To improve the restaurant service the managers should focus on the factors that are significantly related to service providers' guest orientation such as employees' perceived support from coworkers. |
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