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

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 rep...

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Veröffentlicht in:	Journal of hospitality & tourism research (Washington, D.C.) D.C.), 2018-01, Vol.42 (1), p.122-141
Hauptverfasser:	Susskind, Alex M., Kacmar, K. Michele, Borchgrevink, Carl P.
Format:	Artikel
Sprache:	eng
Schlagworte:	Chief executive officers Customer satisfaction Employees Financial performance Restaurants
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