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Relationship Between the Service Orientation of Employees and Operational Indicators in a Multiunit Restaurant Corporation

Oklahoma State University

Mary B. Gregoire

Rush-Presbyterian-St. Luke's Medical Center

Ronald Downey

Kansas State University

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.

Key Words: Key words: service, service orientation • service quality • service evaluation

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