Service-profit chain: literature review and recommendations for future research within the restaurant industry
by Abbie Lambert; Suzanne Clinton; Lee Tyner
International Journal of Human Resources Development and Management (IJHRDM), Vol. 21, No. 1, 2021

Abstract: 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.

Online publication date: Tue, 11-May-2021

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