How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis
Abstract
:1. Introduction
2. Theoretical Background and Hypothesis Development
2.1. Relationship between Abusive Supervision and Employee Satisfaction
2.2. Relationship between Employee Satisfaction and Customer Satisfaction
3. Research Methodology
3.1. Samples and Procedures
3.2. Instrument Development
3.3. Data Analysis
4. Results
4.1. Sample Profile
4.2. Measurement Model
4.3. Structural Equation Modeling
5. Discussion and Implications
5.1. Discussion of Results
5.2. Theoretical and Practical Implications
5.3. Limitations and Future Research
Author Contributions
Funding
Conflicts of Interest
References
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Employee (N = 93) | Customer (N = 228) | |||
---|---|---|---|---|
Characteristic | N Percentage | N | Percentage | |
Age | ||||
20 to 29 years | 45 | 48.3 | 95 | 41.6 |
30 to 39 years | 48 | 51.7 | 80 | 35.2 |
Older than 40 years | - | - | 53 | 23.2 |
Gender | ||||
Male | 24 | 25.8 | 97 | 42.5 |
Female | 69 | 74.2 | 131 | 57.5 |
Education | ||||
Community college degree (2 years) | 34 | 36.5 | 27 | 11.8 |
University degree (4 years) | 56 | 60.3 | 156 | 68.4 |
Graduate degree (2 years) | 3 | 3.2 | 45 | 19.8 |
Construct | Standardized Loadings | t-Value | Composite Reliabilities | Cronbach’s Alpha |
---|---|---|---|---|
Abusive supervision | 0.96 | 0.98 | ||
AS1 | 0.88 | fixed | ||
AS2 | 0.83 | 18.61 *** | ||
AS3 | 0.85 | 19.62 *** | ||
AS4 | 0.91 | 22.74 *** | ||
AS5 | 0.92 | 23.82 *** | ||
AS6 | 0.91 | 23.19 *** | ||
AS7 | 0.87 | 20.78 *** | ||
AS8 | 0.83 | 18.96 *** | ||
AS9 | 0.87 | 20.76 *** | ||
AS10 | 0.85 | 19.57 *** | ||
AS11 | 0.89 | 21.63 *** | ||
AS12 | 0.88 | 21.06 *** | ||
AS13 | 0.89 | 22.03 *** | ||
AS14 | 0.90 | 22.58 *** | ||
AS15 | 0.89 | 21.82 *** | ||
Employee satisfaction | 0.92 | 0.93 | ||
ES1 | 0.84 | fixed | ||
ES2 | 0.82 | 16.42 *** | ||
ES3 | 0.90 | 19.01 *** | ||
ES4 | 0.86 | 17.70 *** | ||
ES5 | 0.86 | 17.78 *** | ||
Customer satisfaction | 0.93 | 0.93 | ||
CS1 | 0.94 | fixed | ||
CS2 | 0.82 | 19.91 | ||
CS3 | 0.74 | 15.65 | ||
CS4 | 0.94 | 29.84 | ||
CS5 | 0.76 | 16.66 |
Construct | Discriminant Validity | Descriptive Statistics | |||||
---|---|---|---|---|---|---|---|
1 | 2 | 3 | AVE | ASV | MSV | M ± SD | |
1. Abusive supervision | 1 | 0.13 | 0.08 | 0.71 | 0.11 | 0.14 | 3.24 ± 1.09 |
2. Employee satisfaction | −0.36 | 1 | 0.24 | 0.73 | 0.21 | 0.25 | 3.97 ± 0.96 |
3. Customer satisfaction | −0.29 | 0.49 | 1 | 0.71 | 0.16 | 0.25 | 4.05 ± 0.84 |
Hypothesized Path (Stated as Alternative Hypothesis) | Standardized Path Coefficients | t-Value | Results |
---|---|---|---|
H1: Abusive supervision → Employee satisfaction | −0.38 | −6.12 *** | Supported |
H2: Employee satisfaction → Customer satisfaction | +0.51 | +8.25 *** | Supported |
Goodness of fit statistics | χ2 = 998.28 (p < 0.001) | ||
df = 273 | |||
χ2/df = 3.65 | |||
GFI = 0.74 | |||
NFI = 0.87 | |||
CFI = 0.91 | |||
RMSEA = 0.07 RMR = 0.09 |
Constrained Model (ES→CS = 0) | Mediating Model | |||
---|---|---|---|---|
β | t-Value | β | t-Value | |
H3: Abusive supervision → Customer satisfaction | −0.27 | −4.43 *** | −0.09 | −1.55 ns |
χ2 (df = 273) | 1046.79 | χ2 (df = 272) | 995.87 | |
∆χ2 (df = 1) = 50.92 * |
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Jung, H.S.; Yoon, H.H. How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis. Information 2020, 11, 384. https://doi.org/10.3390/info11080384
Jung HS, Yoon HH. How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis. Information. 2020; 11(8):384. https://doi.org/10.3390/info11080384
Chicago/Turabian StyleJung, Hyo Sun, and Hye Hyun Yoon. 2020. "How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis" Information 11, no. 8: 384. https://doi.org/10.3390/info11080384
APA StyleJung, H. S., & Yoon, H. H. (2020). How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis. Information, 11(8), 384. https://doi.org/10.3390/info11080384