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

Author

Listed:
  • Abbie Lambert
  • Suzanne Clinton
  • Lee Tyner

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.

Suggested Citation

  • Abbie Lambert & Suzanne Clinton & Lee Tyner, 2021. "Service-profit chain: literature review and recommendations for future research within the restaurant industry," International Journal of Human Resources Development and Management, Inderscience Enterprises Ltd, vol. 21(1), pages 35-53.
    • Handle: RePEc:ids:ijhrdm:v:21:y:2021:i:1:p:35-53
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