Service-profit chain: literature review and recommendations for future research within the restaurant industry

Autor:	Abbie Lambert, Lee Tyner, Suzanne Clinton
Rok vydání:	2021
Předmět:	Service (business) Organizational Behavior and Human Resource Management Employee perceptions Workforce Employee engagement Service–profit chain Service management Business Marketing Construct (philosophy) Restaurant industry
Zdroj:	International Journal of Human Resources Development and Management. 21:35
ISSN:	1741-5160 1465-6612
DOI:	10.1504/ijhrdm.2021.114895
Popis:	Increasing pressure has been placed on the restaurant industry concerning the employee-employer relationship and organisations struggle to implement strategies that successfully address workforce concerns while continuing to optimise financial performance. Service management and service-profit chain literature have offered initial support for a framework in which employee perceptions influence customer perceptions of service, which in turn affect financial results. The following paper examines the growing body of service-profit chain literature and provides suggestions for future research within the industry including evaluating employee engagement as the employee perceptions' construct within the chain.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::5d7dd6878a245b3f4e70ea16f3666c65 https://doi.org/10.1504/ijhrdm.2021.114895 Zobrazit plný text záznamu