Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant

Abstract

The service orientation program developed for restaurant employees can be a competitive advantage for a restaurant operation. The purpose of this study is to examine the relationship between employee service orientation (customer focus, organizational support, and service under pressure) and employees’ job satisfaction, organizational commitment, and employees’ intention of leaving. For these purposes, the authors developed structural equations modeling. The empirical results are as follows. First, the customer focus of employees was negatively associated with employees’ job satisfaction, but positively associated with their organizational commitment. Second, organizational support was positively associated with job satisfaction. Third, job satisfaction was positively associated with organizational commitment, but negatively associated with employees’ intention of leaving. Finally, organizational commitment was negatively associated with intention of leaving.