THE EFFECT OF THE STRUCTURE OF MANAGEMENT AND EMPLOYEES ON GUEST’S SATISFACTION OF RESTAURANT PRODUCTS AND SERVICES
The purpose of this research is to define the effects of the structure of management and employees to the guest’s satisfaction in terms of quality of restaurant products and services. The methodology used for this research has been the polling of 600 guests in 30 restaurants in Belgrade during 2015. The process of measuring satisfaction was performed by monitoring the attitudes and perceptions of users in terms of quality of products and services, which marks food quality, service quality, and ambience quality and price/quality ratio. The research of educational and age structure, as well as the number of supporting staff and other workers, has been conducted. Correlation and regression analysis were performed with the aim of defining the effect of the educational structure of employees to guest’s satisfaction. The results show that restaurant managers should pay special attention to educational levels of employees through regular and permanent education, as they inﬂuence the guest’s satisfaction.
2. Baker, J, Parasuraman, A., Grewal, D., & Voss, G. (2002). The inﬂuence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120. DOI: 10.1509/jmkg.126.96.36.19970
3. Baraban, R. S., & Durocher, J. F. (2001). Successful restaurant design (2nd ed). Wiley, New York.
4. Baum, T., & Nickson, D. (1998). Teaching human resource management in hospitality and tourism: a critique. International Journal of Contemporary Hospitality Management, 10(2), 75-79. DOI: 10.1108/09596119810207228
5. Berardi, N., Eife, T., & Gautier, E. (2014). Optimal price setting during a currency changeover: theory and evidence from french restaurants. Applied Economics, 46(23), 2766-2782. DOI: 10.1080/00036846.2014.914144
6. Blešic I., Tešanovic D., & Psodorov Ð. (2011). Consumer Satisfaction and Quality Management in the Hospitality Industry in South-East Europe. African Journal of Business Management, 5(4), 1388-1396. DOI: 10.5897/AJBM10.1299
7. Bolton, R.N., & Drew, J.H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17, 375-384. DOI: 10.1086/208564
8. Brooks, R. (2000) Why loyal employees and customers improve the bottom line. Journal of Quality and Participation, 23(2), 40-44.
9. Caruana, A., Money, A.H., & Berthon, P.R. (2000). Service quality and satisfaction - the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1353. DOI: 10.1108/03090560010764432
10. Chebat, J.C, Morrin, M., & Chebat, D.R. (2009). Does age attenuate the impact of pleasant ambient scent on consumer response? Environment and Behavior, 41(2), 258–267. DOI: 10.1177/0013916507311792
11. Connolly, P., & McGing, G. (2006). Graduate education and hospitality management in Ireland. International Journal of Contemporary Hospitality Management, 18(1), 50-59. DOI: 10.1108/09596110610641975
12. Durrani, A., & Rajagopal, L. (2016). Restaurant human resource managers’ attitudes towards workplace diversity, perceptions and definition of ethical hiring. International Journal of Hospitality Management Volume, 53, 145–151. DOI: 10.1016/j.ijhm.2015.10.009
13. Emenheiser, D.A., Clay, J. M. & Palakurthi, R. (1998). Profiles of successful restaurant managers for recruitment and selection in the US. International Journal of Contemporary Hospitality Management, 10(2), 54 - 62. DOI: 10.1108/09596119810207192
14. Fick, G. R., & Ritchie, J. R. (1991). Measuring Service Quality in the Travel and Tourism Industry. Journal of Travel Research, 30(2), 2-9. DOI: 10.1177/004728759103000201
15. Gagic, S. Jovičić, A., Tešanović, D., & Kalenjuk, B. (2014). Motives for food choice among Serbian consumers. Economics of Agriculture, 61(1), 41-51. DOI: 10.5937/ekoPolj1401041G
16. Gaurav, T., & Kartik, D. (2012). Exploration of service quality factors in the restaurant industry: a study of selected restaurants in new delhi region. Journal of Services Research, 14(1), 8-26.
17. Gueguen, N., & Petr, C. (2006). Odors and consumer behaviour in a restaurant. International Journal of Hospitality Management, 25, 335–339. DOI: 10.1016/j.ijhm.2005.04.007
18. Han, H., & Ryu, K. (2009). The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry. Journal of Hospitality & Tourism Research, 33(4), 487-510. DOI: 10.1177/1096348009344212
19. Heide, M. & Gronhaug, K. (2009). Key factors in guests’ perception of a hotel atmosphere. Cornell Hotel and Restaurant Administration Quarterly, 50(1), 29–43. DOI: 10.1177/1938965508328420
20. Kim, W.G., Ng, C.Y.N., & Kim, Y.S. (2009). Inﬂuence of institutional DINESERV on consumer satisfaction, return intentions, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17. DOI: 10.1016/j.ijhm.2008.03.005
21. Kim, Y.S., Moreo, P.J., & Yeh, R.J.M. (2004). Customers’ satisfaction factors regarding university food court service. Journal of Foodservice Business Research, 7, 97-110. DOI: 0.1300/J369v07n04_05
22. Knuston, B., Stevens, P., Patton, M., & Thompson, C. (1992). Consumers Expectations for Service Quality in Economy, Mid-Price and Luxury Hotels. Journal of Hospitality & Leisure Marketing, 1(2), 27-43. DOI: 10.1300/J150v01n02_03
23. Krasavčić, M. (2012). The impact on the quality of management services. Doctoral Dissertation, Faculty of science, Department of geography, tourism and hotel management, Novi Sad.
24. Liu, Y., & Jang, S. (2009). The effects of dining atmospherics: An extended Mehrabian-Russell model. International Journal of Hospitality Management, 28(4), 494-503. DOI: 10.1016/j.ijhm.2009.01.002
25. Luo, X., & Homburg, C. (2007). Neglected Outcomes of Customer Satisfaction. Journal of Marketing, 71(2), 133-149. DOI: 10.1509/jmkg.71.2.133
26. Marinković, V., Senić, V., & Dimitrovski, D. (2013). Measuring consumers’ attitudes towards service quality in restaurants. Teme, 37, 319-338.
27. Martíneztur, V., Tordera, N., Peiró, J., & Potocnik, K. (2011). Linking Service Climate and Disconfrmation of Expectations as Predictors of Customer Satisfaction: A mCross-Level Study 1. Journal of Applied Social Psychology, 41(5), 1189–1213. DOI: 10.1111/j.1559-1816.2011.00753.x
28. Namkung, Y., & Jang, S. (2007). Does food quality really matter in restaurants? It’s impact on consumer satisfaction and behavioural intentions. Journal of Hospitality and Tourism Research, 31(3), 387-409. DOI: 10.1177/1096348007299924
29. Pološki Vokic, N., & Grizelj, H. (2007). Training and development in Croatian organizations. Economic Review, 58(12), 851-880.
30. Seth, N., Deshmukh, S.G., & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913-949.
31. Soriano, D. (2002). Customers’ expectations factors in restaurants: The situation in Spain. International Journal of Quality & Reliability Management, 19(8/9), 1055 – 1067.
32. Stevens, P., Knutson, B., & Patton, M. (1995). DINESERV: a tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36, 56–60. DOI: 10.1177/001088049503600226
33. Stewart, T. A. (2001). The Wealth of Knowledge – Intellectual Capital and the Twenty-First Century Organization, Nicholas Brealey Publishing, London.
34. Stojković, M. (2008). Statistical methods in tourism. Faculty of Sciences, Department of Geography, Tourism and Hotel Management, University of Novi Sad, Novi Sad.
35. Suh, E., West, J., & Shin, J. (2012). Important competency requirements for managers in the hospitality industry. Journal of Hospitality, Leisure, Sport & Tourism Education, 11(2), 101–112. DOI: 10.1016/j.jhlste.2012.02.005
36. Sulek, J.M., & Hensley, R.L. (2004). The Relative Importance of Food, Atmosphere, and Fairness of Wait: The Case of a Full-service Restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247. DOI: 10.1177/0010880404265345
37. Sureshchandar, G.S., Rajendran, C., & Anantharaman, R.N. (2002). The relationship between service quality and customer satisfaction - a factor specific approach. Journal of Services Marketing, 16(4), 363-379. DOI: 10.1108/08876040210433248
38. Syed, H., Muhammad, S., & Abdul, R. (2011). Relationship between Various Employee Performance Recognition Techniques and Customer Satisfaction: Evidence from the Restaurant Industry of Pakistan. European Journal of Social Science, 26(3), 318-322.
39. Šapić, S., Furtula, S., & Durkalić, D. (2018). Prestige and national identity as predictors of food products purchase. Economic of Agriculture, 65(2), 643-657.
40. Tešanović, D., Krasavčić, M., Kalenjuk, B., Portić, M., & Gagić, S. (2014). The inﬂuence of the structure of employees on sensory quality of restaurants food. British Food Journal, 116(3), 527 - 543. DOI: 10.1108/BFJ-05-2012- 0112
41. Wang, X. (2011). The Effect of Unrelated Supporting Service Quality on Consumer Delight, Satisfaction, and Repurchase Intentions. Journal of Service Research, 14(2), 149-163. DOI: 10.1177/1094670511400722
42. Weiss, R., Feinstein, A.H., & Dalbor, M. (2005). Customer satisfaction of theme restaurant attributes and their inﬂuence on return intent. Journal of Foodservice Business Research, 7(1), 23-41. DOI: 10.1300/J369v07n01_03
43. Xia, L., Monroe, K.B., & Cox, J.L. (2004). The price is unfair! A conceptual framework of price fairness perceptions. Journal of Marketing, 68, 1–15. DOI: 10.1509/jmkg.188.8.131.52733
44. Yuksel, A., & Yuksel, F. (2002). Measurement of tourist satisfaction with restaurant services: a segment-based approach. Journal of Vacation Marketing, 9(1), 52-68. DOI: 10.1177/135676670200900104
45. Zemke, D. V., & Shoemaker, S. (2007). Scent across a crowded room: Exploring the effect of ambient scent on social interactions. International Journal of Hospitality Management, 26(4), 927–940. DOI: 10.1016/j.ijhm.2006.10.009
46. Zemke, D.V., & Shoemaker, S. (2008). A sociable atmosphere: ambient scent’s effect on social interaction. Cornell Hospitality Quarterly, 49(3), 317–329. DOI: 10.1177/1938965508320626