What matters more? contrasting the effects of job satisfaction and service climate on hotel food and beverage managers' job performance

Sean A. Way, Michael C. Sturman, Carola Raab

Research output: Contribution to journalArticleResearchpeer-review

45 Citations (Scopus)

Abstract

Research has provided little empirical support for the concept that employee job satisfaction is a causal driver of employee job performance, customer satisfaction, and company performance. This concept is an enduring one, however, and it has been codified as the starting point in the widely espoused service profit chain. Using a sample of eighty-four food and beverage (F&B) manager groups from forty Asian hotel properties owned and managed by a single multinational hotel chain, we examine the effect of job satisfaction, and contrast this effect with that of group service climate, on supervisor ratings of group job performance behaviors (group task performance and organizational citizenship behaviors). The findings underscore the weak connection between job satisfaction and job performance. However, group service climate was found to have a positive effect on supervisor ratings of group job performance behaviors. Consistent with prior research, this study's findings indicate that managers may improve their employees' job performance (and job satisfaction) by ensuring that employees understand what is expected of them and how their performance will be appraised and rewarded by the organization.

Original languageEnglish
Pages (from-to)379-397
Number of pages19
JournalCornell Hospitality Quarterly
Volume51
Issue number3
DOIs
Publication statusPublished - 1 Aug 2010
Externally publishedYes

Keywords

  • Job Performance
  • Job Satisfaction
  • Service Climate

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