Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model. (April 2021)

• Record Type: Journal Article
• Authors: Son, Jung Hee; Kim, Jae Hong; Kim, Gi Jin
• Is Part Of: International journal of hospitality management. Volume 94(2021)
• Publication Date: 2021-04
• Subjects: Service climate -- Employee satisfaction -- Customer satisfaction -- Service profit chain model -- Coffee shop industry -- Korea; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2021.102866
• Languages: English
• ISSNs: 0278-4319

Abstract

Highlights: Organizational identification and job satisfaction were positively correlated. Job satisfaction was correlated with customer perceived value. Customer perceived value was in turn correlated with customer satisfaction. Positive service climate for employees can improve customer satisfaction. Abstract: This study examines the interrelations between service climate, organizational identification, employee job satisfaction, and customer perceived value and satisfaction. To achieve this, we apply the service profit chain model to South Korea's coffee shop industry. Data were collected from 263 employees and 973 customers in Daegu. The hypotheses were tested by conducting a path analysis to investigate the relationship between the variables. Organizational identification and job satisfaction were found to be positively correlated with each other. Additionally, job satisfaction was correlated with customer perceived value, which, in turn, was correlated with customer satisfaction. The findings suggest that a good work environment and service-related training can create a positive service climate for employees, which can subsequently improve customer satisfaction. This study is unique in its application of the service profit chain model on the coffee shop industry in Korea.