Guest–Server Exchange Model and Performance: The Connection Between Service Climate and Unit-Level Sales in Multiunit Restaurants

Alex M. Susskind, K. Michele Kacmar, Carl P. Borchgrevink

Research output: Contribution to journalArticle

  • 1 Citations

Abstract

Using a sample of 51 full-service restaurants from three competing full-service restaurant companies, we extended the research on service process management by connecting the reactions of service-based employees to guests’ satisfaction with their service experience and firm-level performance. We replicated and confirmed previous tests of the existing guest–server exchange model connecting frontline-level employees’ attitudes toward their work as service providers to guests’ satisfaction in the restaurants. Most notably, we extended the guest–server exchange model by including the relationship between guests’ reports of satisfaction with service and firm performance, bringing together three unique sources of data. The findings from the test of our structural equation model revealed that 26% of the variance in firm performance was accounted for by guest satisfaction, showing that organizational policies and support for employees, are connected to a positive service climate, guest satisfaction, and firm performance, measured as sales per available seat in each restaurant.

LanguageEnglish (US)
Pages122-141
Number of pages20
JournalJournal of Hospitality and Tourism Research
Volume42
Issue number1
DOIs
StatePublished - Jan 1 2018

Profile

sales
climate
performance
firm
employee
attitude towards work
process management
services
Service climate
Restaurants
structural model
service provider
Firm performance
Employees
experience

Keywords

  • financial management
  • financial performance
  • food & beverage
  • human resources
  • restaurant
  • service climate

ASJC Scopus subject areas

  • Education
  • Tourism, Leisure and Hospitality Management

Cite this

Guest–Server Exchange Model and Performance : The Connection Between Service Climate and Unit-Level Sales in Multiunit Restaurants. / Susskind, Alex M.; Kacmar, K. Michele; Borchgrevink, Carl P.

In: Journal of Hospitality and Tourism Research, Vol. 42, No. 1, 01.01.2018, p. 122-141.

Research output: Contribution to journalArticle

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