Presentation on theme: "Research conducted for: Phil Samouel, Samouel’s Greek Cuisine"— Presentation transcript:
1 Restaurant Operations at Samouel’s Restaurant: Improving Relations with Employees and Customers Research conducted for:Phil Samouel, Samouel’s Greek CuisineResearch conducted by:AdMark International Business Research Group
2 Initial Symptoms: Samouel's Restaurant Inadequate Revenue. Inadequate Profit.100% Annual Employee Turnover.Need to Attract New Customers.
3 Two Studies in One Employee Survey: Customer Survey: Focus on attracting and keeping customers.Customer Survey:Focus on increasing employee commitment and maximizing productivity.
4 Overall Research Questions Employee Study:RQ1: Are employees being managed to maximize their productivity as well as commitment to the success of the restaurant?Customer Study:RQ2: What are the ways to keep and grow the existing customer base and to attract new customers?
5 Employee Survey Hypotheses: EH1 EH1: Employee work status, age and gender are related to intentions to job search. Should consider the search intentions of:part-time workersyounger employeesmen
6 Employee Research Hypotheses EH2: Employee perceptions of supervisory style are positively related to organizational commitment.EH3: Employee perceptions of work group functioning are positively related to organizational commitment.
7 Customer Hypotheses: Samouel's Restaurant Samouel's Restaurant GINO'S CH1: Samouel’s customers report higher satisfaction than do Gino’s customers.CH2: Customer perceptions of restaurant employees are related positively to customer satisfaction.Samouel's RestaurantVS.GINO'S
8 Customer Hypotheses: Samouel's Restaurant CH3: Customer perceptions of restaurant atmosphere are related positively to customer satisfaction.CH4: Customer perceptions of food quality are related positively to customer satisfaction.
9 Research Methods: Employee Study 63 Samouel’s Employees Sampled.off premises.employees Not “Identified”.General Social-Psychological Measures Used for:work environment variables.such as organizational commitment.work outcome characteristics.such as quitting intention.
10 Research Methods: Customer Study Two Samples:Samouel’s Customers.Gino’s Customers.200 usable responses obtained from 230 total / 100 for each.Measures:7-Point Likert scales assess:Ratings of evaluative criteria;Outcomes: Satisfaction and intention to return.
11 Results: Employee Study EH1: Intention to Search Results.Full versus part-time.Part-time workers are more likely to search.
12 EH1: Age and Search Intentions Search intentions become lower with age!
13 EH1: Gender and Search Intentions Men are more likely to search for another job!
14 EH1: Search Intentions by Years of Employment Newer employees are more likely to search for another job!
15 EH2: Supervisory Style and Organizational Commitment: Regression Results Model Explains Loyalty (X13)R2 = .41, F = 13.4, p < .001Work Group Cooperation and Training affect Loyalty positively.Team Functioning negatively?Work Group Variable:βtSig.MeanX14 Cooper-ation.5793.40.0013.89X8 – Team-.355-2.01.0493.41X11 – Training3.962.69.0093.57
16 Caution:Negative team functioning – loyalty relationship based on regression coefficient may be misleading.All correlations are positive.Further examination required.
17 Results: Customer Study Hypothesis Summary Samouel's RestaurantResults: Customer Study Hypothesis SummaryVS.GINO'SRelative Satisfaction.Determinants of Customer Satisfaction.Effect of Atmosphere on Satisfaction.Effect of Food Quality on Satisfaction.
18 Comparative Performance All differences but variety are significant.Notice Samouel’s is cleaner, has a nicer interior, and is more fun to go to.
19 CH1: Customer Satisfaction is higher at Samouel’s? Who is happiest?Gino!Customers more satisfied with Samouel’s= no support!5.96 compared to 4.76.t = (p< .001)
20 Customer Satisfaction at Gino’s: Regression Results Variables together “explain” satisfaction.Variables “explanatory” power:X1 – 1stX10 – 2ndX2 is not significant.Variable:βtpX1 – Food Quality (CH4).5124.86.001X2- Interior Attractive (CH3).0340.37.368X10-Comp. Employees (CH2).3733.54R2.261F = 11.3
22 Conclusions: Employees Employees with higherturnover likelihood:YoungerPart-timeMaleSupervisory approach is good.Work group functioning is not good.
23 Conclusions: Customers Gino’s customers are more satisfied.Gino’s food is higher quality.Gino’s employees are rated better.Samouel’s customers’ satisfaction affected by:Food quality, attractiveness of interior, and friendly employees.Gino’s customers’ satisfaction affected by:food quality and employee friendliness.
24 Recommendations: Samouel's Restaurant Provide Additional Training Opportunities for Employees.Hire Employees 25 and Over.Hire an “Executive Chef” – improve the food quality.Promote the importance of a clean, attractive and fun atmosphere.
25 Limitations Samples are limited. many more restaurant competitors – each with potentially unique customers and employees.Questionnaires do not cover all important topics.many more issues to be studied, such as compensation systems, full versus part-time, price sensitivities…
26 Finally . . . Thanks for the opportunity to help Samouel’s. Please ask any questions!