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Relationship between Various Employee Performance Recognition Techniques and Customer Satisfaction: Evidence from the Restaurant Industry of Pakistan

  • Hasan, Syed Akif
  • Subhani, Muhammad Imtiaz

Employee performance recognition techniques are used extensively by every organization to recognize employees, which motivates employees to put more efforts in attaining more customer satisfactions in order to achieve organizational growth. Restaurants of contemporary epoch are putting more time, money and efforts to satisfy their employees because restaurant owners and managers know that external customers can never be satisfied until own internal employees are satisfied. In this paper, various techniques of employee performance recognition, which includes awards, bonus/cash, certificates of appreciations, praise in meetings, nominations for training and job redesign has been interrogated and gauged to evaluate their possible impacts on the customer’s satisfaction. A sample of 200 restaurant managers and 4000 customers of restaurants were taken for the study from the variety of restaurants of major cities of Pakistan, which includes Karachi, Hyderabad, Lahore, Multan, Islamabad, Rawalpindi, Peshawar and Quetta. Personal survey method was used to acquire data and General Linear Model was used to interrogate the relationship between various employee performance recognition techniques and customer satisfaction. Results show that all outlined performance recognition techniques have a positive relationship with the customer satisfactions which reflects that the employee performance recognition techniques have a pivot and vital role in making customers satisfied.

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File URL: http://mpra.ub.uni-muenchen.de/34759/1/MPRA_paper_34759.pdf
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Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 34759.

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Date of creation: 2011
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Handle: RePEc:pra:mprapa:34759
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  1. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
  2. Bruno S. Frey & Susanne Neckermann, 2009. "Academics Appreciate Awards - A New Aspect of Incentives in Research," CESifo Working Paper Series 2531, CESifo Group Munich.
  3. George A. Akerlof & Rachel E. Kranton, 2005. "Identity and the Economics of Organizations," Journal of Economic Perspectives, American Economic Association, vol. 19(1), pages 9-32, Winter.
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