Hospitality servicescape effects on customer-employee interactions: A multilevel study

Abstract

Servicescapes are the manmade environments where hospitality activities, such as dining and lodging, occur. For more than two decades tourism and hospitality research has sought to understand the impact of hospitality servicescapes, primarily on hospitality customers and, to a lesser degree, on hospitality customer-contact employees. So far no empirical study has investigated, however, how servicescapes affect the interactions of customers with employees; there is therefore no empirical evidence that hospitality servicescapes can contribute to mutually satisfying encounters between customers and employees. We explore this question within the context of full-service restaurants by measuring the perceptions and attitudes of both customers and the waiters/waitresses who served them within the same restaurant servicescape.Results from our multilevel analytical approach demonstrate that servicescapes significantly and systematically affect interactions between restaurant customers and the waiters/waitresses interacted with them. The implications of these findings for theory and practice within tourism and hospitality are discussed.

Restaurant Managers' Perceptions of Service Quality: The Mediating Role of Restaurant Size and Seating Capacity

“…Tangibles were found to be the third most important quality attribute. This finding is also in agreement with the results of previous studies (Kaminakis et al, 2019;Wu & Mohi, 2015), which showed that guests' satisfaction in restaurants is also highly influenced by the quality of the physical environment. According to Raajpoot (2002), tangible quality (the physical environment) provides the necessary prerequisite for delivering functional quality.…”

“…The scientific literature has clearly highlighted the importance of quality for the restaurant industry. Therefore, restaurant management should be marketoriented and should clearly understand the needs and expectations of current and future guests (Kaminakis et al, 2019). Although management's unrealistic perceptions of guests' quality expectations represent the first gap in providing high-quality services (Parasuraman et al, 1988), only a few studies (Kukanja & Planinc, 2018;Namkung & Jang, 2008) have investigated the importance of different quality attributes for providing highquality service to guests, according to restaurant managers' beliefs.…”

Paternalistic Leadership and Employees’ Sustained Work Behavior: A Perspective of Playfulness

“…Although the service process could be standardized, the need for human resources cannot be reduced. In particular, frontline employees play the role of service delivery [1] and maintain the customer relationship and image building for the organization [2]. Frontline employees, therefore, are the key to establishing contact between businesses and customers, as well as the primary connection.…”

The Implementation of Waiters And Waitresses’ Upselling Techniques At Ticket’s Cafe of Horison Ultima Makassar Hotel

“…In this research, the authors suggests that the management of Ticket's Café should conduct more elaborate training not only on how to upsell, but also how to upsell more so the number of employees will not be an issue. K. Kaminakis et al (2018) claim that servicescapes works effectively as a tool for managers to achieve their goals. It can be implemented with rewards, coaching, training, collaboration, and innovativeness.…”