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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.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The relationship between employee turnover and customer service quality in casino restaurants./
作者:	Brandmeir, Karl D.
面頁冊數:	95 p.
附註:	Chair: Seyhmus Baloglu.
Contained By:	Masters Abstracts International40-02.
標題:	Business Administration, Management. -
電子資源:	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.
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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.
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650 4 $a Sociology, Industrial and Labor Relations. $3 1017858
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