The relationship between employee turnover and customer service quality in casino restaurants

This study investigates the relationship between employee turnover and perceived service quality in casino restaurants. The restaurants were buffets, steakhouses, and coffee shops in casinos in three geographic locations. The study uses both cross-sectional and time-series data in a linkage model. It then analyzes the nature of this relationship on both a concurrent and consecutive periods over ten months. The data were analyzed with descriptive statistics, one-way ANOVA with Scheffe Post-Hoc tests, Pearson's product moment correlations. Hypotheses were tested by correlations and time-lagged correlations; The results show that steakhouses have the lowest turnover and the lowest poor and failure ratings by customers. Buffet restaurants had the highest mean scores for wait-time-to-be-seated. Front-of-the-House turnover has a strong correlation to customer service quality. The correlations and time-lagged correlations showed that employee turnover is related to customer service quality over several time periods. This study shows that employee turnover, particularly in the Front-of-the-House positions, has a significant relationship with customer service quality not only in concurrent periods but also in consecutive periods. The significant correlation in consecutive time periods has implications for restaurant management. First, employee turnover continues to have a negative effect on customer service quality in consecutive time periods. Second, the continued loss of customers over several time periods could have an negative impact on revenue as well as sales and promotional expenses.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

2001

Author dc:creator

• Brandmeir, Karl D

Contributors dc:contributor

• Seyhmus Baloglu

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/1272

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-2271