The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction |
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| Affiliation: | 1. Department of Hotel and Tourism Services Management, Petra College for Tourism and Archaeology, Al-Hussein Bin Talal University, Ma''an, Jordan;2. Department of Business Administration, Faculty of Business Administration and Economics, Al-Hussein Bin Talal University, Ma''an, Jordan;1. Texas Tech University, College of Human Sciences, Department of Retailing, Hospitality and Institutional Management, United States;2. School of Hotel and Restaurant Administration, Oklahoma State University, 210 HESW, Stillwater, OK 74078-6173, United States;3. Department of Hospitality and Tourism Management, Virginia Tech University, 352 Wallace Hall, Virginia Tech, 295 West Campus Drive, Blacksburg, VA 24061, United States;1. Graduate Institute of Recreation, Tourism, and Hospitality Management, National Chiayi University, Chiayi, Taiwan;2. Department of Restaurant, Hotel and Institutional Management, Fu Jen Catholic University, New Taipei, Taiwan;1. Department of Tourism Management, National Quemoy University, 1, University RD., Jinning, Kinmen 89250, Taiwan;2. Graduate Institute of Sports and Health Management, National Chung Hsing University, 145 Xingda Rd., South Dist., Taichung 40227, Taiwan;1. Hospitality Management Program, Peter T. Paul College of Business and Economics, University of New Hampshire, Durham, NH 03824, United States;2. Department of Marketing, Florida Atlantic University,777 Glades Road, Boca Raton, FL 33431, United States;3. Department of Human Sciences, The Ohio State University,1787 Neil Avenue, Columbus, OH 43210, United States;1. Hospitality Management, University of Missouri, 122 Eckles Hall, Columbia, MO, 65211, United States;2. Nutrition, Dietetics, & Hospitality Management, Auburn University, 362 Spidle Hall, Auburn, AL 36849, United States |
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| Abstract: | Employee behaviour plays a significant role in satisfying restaurant customers, however, there is a paucity of research highlighted personal and functional aspects of employee behaviour and their influence on customer satisfaction. Accordingly, this study aims to bring a deeper insight of the impact of restaurant employee service behaviour on customer satisfaction. Using survey approach, the current study collected data from 212 tourists who had a dining experience in Jordan. The results of data analysis showed that both functional and personal aspects of service behaviour where able to explain customer satisfaction, with higher contribution of personal aspects over the functional ones. Depending on study’s findings, some implications were suggested including a recommendation to foodservice managers to adopt reinforcement programs that improve functional and personal aspects of their employees. A further recommendation was proposed to marketers, to give a higher attention to personal aspects of foodservices in their marketing activities. |
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| Keywords: | Restaurant service quality Service behaviour Customer satisfaction Service encounter Personal aspects |
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