Service-profit chain: literature review and recommendations for future research within the restaurant industry

Abbie Lambert, Suzanne Clinton and Lee Tyner

International Journal of Human Resources Development and Management, 2021, vol. 21, issue 1, 35-53

Abstract: Increasing pressure has been placed on the restaurant industry concerning the employee-employer relationship and organisations struggle to implement strategies that successfully address workforce concerns while continuing to optimise financial performance. Service management and service-profit chain literature have offered initial support for a framework in which employee perceptions influence customer perceptions of service, which in turn affect financial results. The following paper examines the growing body of service-profit chain literature and provides suggestions for future research within the industry including evaluating employee engagement as the employee perceptions' construct within the chain.

Keywords: service-profit chain; restaurant industry; service management; employee engagement. (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=114895 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijhrdm:v:21:y:2021:i:1:p:35-53

Access Statistics for this article

More articles in International Journal of Human Resources Development and Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().