Service Orientation Of Employees Research Articles

Service orientation of restaurant employees

The purpose of this study was to identify and investigate factors that might influence restaurant employees' degree of service orientation. Service orientation has been characterized as the disposition of employees to be helpful, thoughful, considerate, and co-operative towards customers. This study, exploratory in nature, examined service orientation of employees and managers working in pizza restaurants. Results suggest that service orientation is comprised of three components: organizational support, customer focus, and service under pressure. Results also suggest that increasing employees' job involvement, job satisfaction, and job security could assist in improving their overall service orientation.

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Objective To compare patient assessment of meal-service quality and employee-service orientation in hospitals where dietary employees deliver meals trays and in hospitals where nursing employees deliver meal trays. Design Survey. Setting General, medical-surgical (not Veterans Administration) hospitals of 300 to 500 beds with a self-operated foodservice department and a centralized, conventional food production system. Subjects 552 patients and 192 employees in nine hospitals geographically dispersed in the midwestern and eastern United States. Dietary employees delivered meal trays in five of the hospitals and nursing employees delivered trays in four. Main outcome measures On a five-point scale, patients indicated level of agreement with 16 statements about hospital meal service. Employees who delivered meal trays rated their agreement with 20 service orientation statements on a five-point scale. Statistical analysis Factor analysis with varimax rotation, χ2 analysis, and analysis of variance. Results Patient assessment of the quality of meal service was multidimensional. Patients gave more positive ratings to characteristics of the personnel delivering the tray than to the quality of the food. Patients in hospitals where dietary employees delivered meal trays rated the quality of food significantly higher (P < .01) than did patientsin hospitals where nursing employees delivered trays. Service orientation of the personnel delivering the trays was also multidimensional. Dietary and nursing employees did not differ in their personal motivation toward providing service; however, dietary employees rated the organizational support for providing service significantly higher (P < .001) than did nursing employees. Nursing employees were significantly more positive (P < .05) than dietary employees about their interactions with patients. Conclusions Patient perceptions of service quality differed in hospitals where dietary employees delivered meal trays and in those where nursing personnel delivered trays. Dietary and nursing employees differed in some aspects of their service orientation.