Journal ArticleDOI
Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model
TLDR
In this article, the authors examined the interrelations between service climate, organizational identification, employee job satisfaction, and customer perceived value and satisfaction to achieve this, they applied the service profit chain model to South Korea's coffee shop industry Data were collected from 263 employees and 973 customers in Daegu, Korea.About:
This article is published in International Journal of Hospitality Management.The article was published on 2021-04-01. It has received 19 citations till now. The article focuses on the topics: Customer satisfaction & Service–profit chain.read more
Citations
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с лояльностью, удовлетворением и ценностью)
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
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Hotel CSR and job satisfaction: A chaordic perspective
TL;DR: In this paper , the authors adopt the theory of complexity and examine the combinations of factors leading to hotel employee job satisfaction within a CSR context using fuzzy-set Qualitative Comparative Analysis (fsQCA).
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Exploring the influence of work values on millennial hospitality employees’ turnover intentions: an empirical assessment
TL;DR: In this paper , the authors developed a dual path model regarding the influence of work values on millennial employees' turnover intentions, which showed that the intrinsic preference and long-term development dimensions of their work values lower millennial employees’ turnover intentions by the partial mediation of their organizational identification and job satisfaction, while utilitarian orientation, interpersonal harmony and innovative orientation only decrease their turnover intentions through organizational identification or job satisfaction.
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Hospitality and tourism development through coffee shop experiences in a leading coffee-producing nation
Oanh T. K. Vu,Abel Duarte Alonso,W.R. Martens,Lan Do Thi Ha,Thanh Duc Tran,Trung Thanh Nguyen +5 more
TL;DR: In this paper , the authors empirically explored the potential development of coffee shop tourism in Vietnam, a leading coffee producer and home to a vibrant coffee shop scene, focusing on the supply side.
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Which Is More Effective for Job Satisfaction, Expert Knowledge or Career Status Through Training? Differences between Large Enterprises and SMEs
TL;DR: In this paper , the effect of training by enterprise size for the training service (TOSA Marugoto Business Academy Project [Tosa MBA]) provided by Kochi Prefecture in Japan by applying structural equation modeling to online survey data was clarified.
References
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Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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On the evaluation of structural equation models
Richard P. Bagozzi,Youjae Yi +1 more
TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.
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Significance tests and goodness of fit in the analysis of covariance structures
TL;DR: In this article, a general null model based on modified independence among variables is proposed to provide an additional reference point for the statistical and scientific evaluation of covariance structure models, and the importance of supplementing statistical evaluation with incremental fit indices associated with the comparison of hierarchical models.
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Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
TL;DR: In this paper, evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value for a product.
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Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.