Abstract
The importance of employee satisfaction concerning supply of good service has been widely recognized. To enhance both employee satisfaction and service quality, investigation of employee satisfaction and clarification of its structure are required. This paper analyzes employee satisfaction in restaurant services; a Japanese cuisine restaurant chain located in Japan is selected as the analytical target. In the restaurants, there are various types of employees and each employee is also required to have specific skills and techniques in each contact point according to his/her working position. Furthermore, service production in the restaurant is done in a labor-intensive manner; staff who work on the service floor provide their service face-to-face with customers. In the kitchen, service operations still include many hand-made processes that create value. Hence, the working conditions of the staff may possibly influence their provision of service. This study conducts a questionnaire for restaurant staff. An employee satisfaction model is proposed considering customer-oriented motivations and contact points in their service provision processes. Difference of satisfaction structures are discussed using correlation analysis and covariance structure analysis among kitchen staff, floor staff, and washing and pantry staff based on the results of the questionnaire.
