Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model |
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| Institution: | 1. Department of Global Food Service Management, Woosuk University, Jeonju, Republic of Korea;2. Department of Economics & Business Administration, Kyungpook National University, Daegu, Republic of Korea;3. Department of Food Service Industry, Yeungnam University, Daegu, Republic of Korea;1. Gabelli School of Business, Fordham University, 140 W. 62nd Street, New York, NY, 10023, United States;2. Koppelman School of Business, Brooklyn College of the City University of New York, 2900 Bedford Ave, Brooklyn, NY, 11210, United States;1. School of Business and Management, Federal University of Uberlandia, Brazil;2. School of Business Administration of São Paulo, Fundação Getúlio Vargas, Brazil;3. Performance Augmentation Lab, Oxford Brookes University, Oxford, UK;4. Faculty of Economic Sciences, Federal University of Rio Grande do Sul, Brazil;1. ESSEC Business School, 95021, Cergy Pontoise Cedex, France;2. NYU School of Professional Studies, Jonathan M. Tisch Center of Hospitality, New York, NY, 10003, United States;1. Department of Hospitality and Tourism Management, University of North Texas (UNT), United States;2. Department of Tourism, Event and Sport Management, Indiana University-Purdue University Indianapolis (IUPUI), United States |
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| Abstract: | This study examines the interrelations between service climate, organizational identification, employee job satisfaction, and customer perceived value and satisfaction. To achieve this, we apply the service profit chain model to South Korea’s coffee shop industry. Data were collected from 263 employees and 973 customers in Daegu. The hypotheses were tested by conducting a path analysis to investigate the relationship between the variables. Organizational identification and job satisfaction were found to be positively correlated with each other. Additionally, job satisfaction was correlated with customer perceived value, which, in turn, was correlated with customer satisfaction. The findings suggest that a good work environment and service-related training can create a positive service climate for employees, which can subsequently improve customer satisfaction. This study is unique in its application of the service profit chain model on the coffee shop industry in Korea. |
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| Keywords: | Service climate Employee satisfaction Customer satisfaction Service profit chain model Coffee shop industry Korea |
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