Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance |
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Authors: | Breffni M Noone |
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Institution: | Pennsylvania State University School of Hospitality Management, 215 Mateer Building, University Park, PA 16802-1307, USA |
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Abstract: | The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on their perceptions of employee performance. The moderating influence of restaurant type on the relationship between perceived control and evaluations of employee performance was also examined. Results indicate that high perceived control leads to higher perceptions of employee performance than low perceived control. Results also suggest that increased control has a greater positive effect on employee performance ratings in fine dining restaurants than in more casual restaurant environments. |
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Keywords: | Perceived control Perceived risk Perceived employee performance Restaurants |
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