Instilling commitment to internal service quality for the employees of Restaurant X

• Main Author: Theogo, Rose Ann D.
• Format: text
• Language: English
• Published: Animo Repository 2017
• Subjects: Organizational commitment; Personnel management; Consumer satisfaction
• Online Access: https://animorepository.dlsu.edu.ph/etd_masteral/5687
• Institution: De La Salle University

This action research aimed to solve the challenges encountered by Restaurant X in its customer service delivery. The employees poor performances resulted to evident mistakes in order processing. Despite the owners initiative to penalize employees with every mistake, performance did not improve. Moreover, the owners received unpleasant customer feedbacks and the restaurant suffered from high turnover. In the effort to address the issue, first, second and third person inquiry has been used together with collaboration among different members of the organization. It was found out that employees are not satisfied with their jobs hence the cause of poor performance and high turnover. With the use of Service-Profit Chain model as a framework for the study, the researcher and collaborators were able to identify the need to focus on addressing the barriers to internal service quality of the organization. Through implementation of standard operating procedures, revival of annual company team building, trainings and abortion of the penalty system, this research aims to bring back the customer satisfaction, loyalty and productivity, and eventually bring back the harmony in the workplace.