How organizational standards and coworker support improve restaurant service.(Restaurant Marketing)

Servers' perceptions of the support of coworkers in their restaurant, the existence of standards in their restaurant, and the extent of their guest orientation are all related to customers' reported satisfaction, according to a test made in twenty-five restaurants. The study found that restaurant servers were most likely to relate to the organization's standards when they had the support of their coworkers, while support of their supervisors had only a modest effect. Employees who had the support of coworkers were more guest-oriented, and the guests of the restaurants where employees' guest orientation was strong reported being more satisfied. However, the study is limited by its small sample size, and the model explains only about one-third of the variance in guest satisfaction.

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