Service Orientation of Restaurant Employees

Abstract

Service orientation has been characterized as the disposition of employees to be helpful, thoughtful, considerate, and cooperative toward guests. The purpose of this study was to examine service orientation of restaurant employees and managers. Data were collected from 852 employees and 309 managers working in pizza restaurants in the United States. Respondents provided job attribute and demographic information. Results suggest that service orientation is comprised of three elements: organizational support, customer focus, and service under pressure. Common to each of the three components of service orientation was the relationship of job security; employees who indicated higher ratings for job security also had higher ratings for each of the service orientation components. Higher ratings for the organizational support and customer service components of service orientation were indicated by employees with higher job satisfaction and job involvement ratings.