Customer perceived control and the moderating effect of restaurant type on evaluations of restaurant employee performance

Research output: Contribution to journalArticle

20 Scopus citations

Abstract

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on their perceptions of employee performance. The moderating influence of restaurant type on the relationship between perceived control and evaluations of employee performance was also examined. Results indicate that high perceived control leads to higher perceptions of employee performance than low perceived control. Results also suggest that increased control has a greater positive effect on employee performance ratings in fine dining restaurants than in more casual restaurant environments.

Original languageEnglish (US)
Pages (from-to)23-29
Number of pages7
JournalInternational Journal of Hospitality Management
Volume27
Issue number1
DOIs
StatePublished - Mar 1 2008

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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