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

Author

Listed:
  • Hasan, Syed Akif
  • Subhani, Muhammad Imtiaz

Abstract

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.

Suggested Citation

  • Hasan, Syed Akif & Subhani, Muhammad Imtiaz, 2011. "Relationship between Various Employee Performance Recognition Techniques and Customer Satisfaction: Evidence from the Restaurant Industry of Pakistan," MPRA Paper 34759, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:34759
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    References listed on IDEAS

    as
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    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Oxford University Press, vol. 17(4), pages 375-384, March.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Customer Satisfaction; Employee Performance; Performance Recognition Techniques;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M2 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics

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