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The relationship between employee tu...

Brandmeir, Karl D.

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The relationship between employee turnover and customer service quality in casino restaurants.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The relationship between employee turnover and customer service quality in casino restaurants./
Author:	Brandmeir, Karl D.
Description:	95 p.
Notes:	Chair: Seyhmus Baloglu.
Contained By:	Masters Abstracts International40-02.
Subject:	Business Administration, Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1406384
ISBN:	0493385606

The relationship between employee turnover and customer service quality in casino restaurants.
Brandmeir, Karl D.

The relationship between employee turnover and customer service quality in casino restaurants. - 95 p.

Chair: Seyhmus Baloglu.

Thesis (M.S.)--University of Nevada, Las Vegas, 2001.

This study investigates the relationship between employee turnover and perceived service quality in casino restaurants. The restaurants were buffets, steakhouses, and coffee shops in casinos in three geographic locations. The study uses both cross-sectional and time-series data in a linkage model. It then analyzes the nature of this relationship on both a concurrent and consecutive periods over ten months. The data were analyzed with descriptive statistics, one-way ANOVA with Scheffe Post-Hoc tests, Pearson's product moment correlations. Hypotheses were tested by correlations and time-lagged correlations.

ISBN: 0493385606Subjects--Topical Terms:

626628
Business Administration, Management.

The relationship between employee turnover and customer service quality in casino restaurants.
LDR:02542nam 2200313 a 45 001 933277
005 20110505
008 110505s2001 eng d
020 $a 0493385606
035 $a (UnM)AAI1406384
035 $a AAI1406384
040 $a UnM $c UnM
100 1 $a Brandmeir, Karl D. $3 1257012
245 1 0 $a The relationship between employee turnover and customer service quality in casino restaurants.
300 $a 95 p.
500 $a Chair: Seyhmus Baloglu.
500 $a Source: Masters Abstracts International, Volume: 40-02, page: 0326.
502 $a Thesis (M.S.)--University of Nevada, Las Vegas, 2001.
520 $a This study investigates the relationship between employee turnover and perceived service quality in casino restaurants. The restaurants were buffets, steakhouses, and coffee shops in casinos in three geographic locations. The study uses both cross-sectional and time-series data in a linkage model. It then analyzes the nature of this relationship on both a concurrent and consecutive periods over ten months. The data were analyzed with descriptive statistics, one-way ANOVA with Scheffe Post-Hoc tests, Pearson's product moment correlations. Hypotheses were tested by correlations and time-lagged correlations.
520 $a The results show that steakhouses have the lowest turnover and the lowest poor and failure ratings by customers. Buffet restaurants had the highest mean scores for wait-time-to-be-seated. Front-of-the-House turnover has a strong correlation to customer service quality. The correlations and time-lagged correlations showed that employee turnover is related to customer service quality over several time periods. This study shows that employee turnover, particularly in the Front-of-the-House positions, has a significant relationship with customer service quality not only in concurrent periods but also in consecutive periods. The significant correlation in consecutive time periods has implications for restaurant management. First, employee turnover continues to have a negative effect on customer service quality in consecutive time periods. Second, the continued loss of customers over several time periods could have an negative impact on revenue as well as sales and promotional expenses.
590 $a School code: 0506.
650 4 $a Business Administration, Management. $3 626628
650 4 $a Economics, Commerce-Business. $3 626649
650 4 $a Economics, Labor. $3 1019135
650 4 $a Sociology, Industrial and Labor Relations. $3 1017858
690 $a 0454
690 $a 0505
690 $a 0510
690 $a 0629
710 2 0 $a University of Nevada, Las Vegas. $3 1017627
773 0 $t Masters Abstracts International $g 40-02.
790 $a 0506
790 1 0 $a Baloglu, Seyhmus, $e advisor
791 $a M.S.
792 $a 2001
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1406384