Effects of Social Perceptions and Organizational Commitment on Restaurant Performance

ABSTRACT

The purpose of this study is to examine the effects of employees’ organizational commitment and social perceptions of their coworkers and managers on key restaurant performance indicators (i.e., customer satisfaction, restaurant sales change, and employee turnover rate). This study enhances the existing literature related to the influence of the work environment and employees’ job attitudes on organizations’ performance, and includes two fundamental social dimensions that are often used to evaluate other individuals or groups, namely warmth and competence. In order to examine such effects, structural equation modeling (SEM) was utilized. Results suggest that managers’ warmth and employees’ organizational commitment have significant effects on restaurants’ turnover rates. Moreover, employees’ organizational commitment improves restaurants’ sales change and customer satisfaction. Implications for practitioners and researchers are discussed in detail.

本研究旨在考察员工的组织承诺及其同事和经理的社交认知对关键餐馆绩效指标（即客户满意度、餐馆销售额变化和员工更替率）的影响。目前不少文献对工作环境和员工的工作态度对组织绩效的影响进行了研究，本文是对这些文献的有益补充，并在研究中涉及经常用来评估个人或团体的两个基本社交维度 - 热情和能力。为了考察这种影响，研究中使用了结构方程模型（SEM）。结果表明，经理的热情和员工的组织承诺对餐馆的人员更替率有显著影响。此外，员工的组织承诺能够改善餐馆的销售额变化和提升客户满意度。本文还详细讨论了对从业者和研究人员的影响。

KEYWORDS:

• Coworkers and managers
• customer satisfaction
• organizational commitment
• restaurant sales
• turnover rate
• warmth and competence