The impact of personal and functional aspects of restaurant employee service behaviour on customer satisfaction

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.