Much of the recent discussion of service has been based on the premise that
good service leads to good operational results; however, little research has been
conducted to examine this assumption. This article examines the relationship among
employees' perceived service orientation, managers'ratings of service, and restau
rant operational indicators in 12 Mexican theme restaurants of a single restaurant
corporation. Results suggest no clear pattern among these indicators. Of particular
interest, a high perception of service orientation by employees did not appear
consistentlyrelated to high sales achievement in the restaurant.
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