Title: Service-profit chain: literature review and recommendations for future research within the restaurant industry

Authors: Abbie Lambert; Suzanne Clinton; Lee Tyner

Addresses: University of Central Oklahoma, 100 N University Dr #233, Edmond, OK 73034, USA ' University of Central Oklahoma, 100 N University Dr #BUS 218, Edmond, OK 73034, USA ' University of Central Oklahoma, 100 N University Dr #THH 225, Edmond, OK 73034, USA

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.

Keywords: service-profit chain; restaurant industry; service management; employee engagement.

DOI: 10.1504/IJHRDM.2021.114895

International Journal of Human Resources Development and Management, 2021 Vol.21 No.1, pp.35 - 53

Accepted: 15 Apr 2020
Published online: 11 May 2021 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article