How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis
The purpose of this study is to examine the effect of chain restaurant employees’ perception of abusive supervision on employee satisfaction and customer satisfaction. The sample for the survey was collected from 228 customers and 93 employees in a chain restaurant. The results showed a negative rel...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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MDPI AG
2020-08-01
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| Series: | Information |
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| Online Access: | https://www.mdpi.com/2078-2489/11/8/384 |
| _version_ | 1797560507225341952 |
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| author | Hyo Sun Jung Hye Hyun Yoon |
| author_facet | Hyo Sun Jung Hye Hyun Yoon |
| author_sort | Hyo Sun Jung |
| collection | DOAJ |
| description | The purpose of this study is to examine the effect of chain restaurant employees’ perception of abusive supervision on employee satisfaction and customer satisfaction. The sample for the survey was collected from 228 customers and 93 employees in a chain restaurant. The results showed a negative relationship between abusive supervision and employee satisfaction. However, abusive supervision did not have a significant, direct effect on customer satisfaction, but showed an indirect effect via employee satisfaction. In addition, employee satisfaction was positively associated with customer satisfaction. |
| first_indexed | 2024-03-10T18:00:32Z |
| format | Article |
| id | doaj.art-f77a0284281b44fcba4a15b84ebd1e4d |
| institution | Directory Open Access Journal |
| issn | 2078-2489 |
| language | English |
| last_indexed | 2024-03-10T18:00:32Z |
| publishDate | 2020-08-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Information |
| spelling | doaj.art-f77a0284281b44fcba4a15b84ebd1e4d2023-11-20T08:55:49ZengMDPI AGInformation2078-24892020-08-0111838410.3390/info11080384How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level AnalysisHyo Sun Jung0Hye Hyun Yoon1Center for Converging Humanities, KyungHee University, Seoul 02447, KoreaDepartment of Culinary Arts and Food Service Management, KyungHee University, Seoul 02447, KoreaThe purpose of this study is to examine the effect of chain restaurant employees’ perception of abusive supervision on employee satisfaction and customer satisfaction. The sample for the survey was collected from 228 customers and 93 employees in a chain restaurant. The results showed a negative relationship between abusive supervision and employee satisfaction. However, abusive supervision did not have a significant, direct effect on customer satisfaction, but showed an indirect effect via employee satisfaction. In addition, employee satisfaction was positively associated with customer satisfaction.https://www.mdpi.com/2078-2489/11/8/384abusive supervisionemployee satisfactioncustomer satisfactionchain restaurants |
| spellingShingle | Hyo Sun Jung Hye Hyun Yoon How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis Information abusive supervision employee satisfaction customer satisfaction chain restaurants |
| title | How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis |
| title_full | How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis |
| title_fullStr | How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis |
| title_full_unstemmed | How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis |
| title_short | How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis |
| title_sort | how do the employees s perceptions of abusive supervision affect customer satisfaction in the chain restaurants employee customer level analysis |
| topic | abusive supervision employee satisfaction customer satisfaction chain restaurants |
| url | https://www.mdpi.com/2078-2489/11/8/384 |
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