%0 Journal Article
%T The Relationship of Service Providers¡¯ Perceptions of Service Climate to Guest Satisfaction, Return Intentions, and Firm Performance
%A Alex M. Susskind
%A Carl P. Borchgrevink
%A K. Michele Kacmar
%J Cornell Hospitality Quarterly
%@ 1938-9663
%D 2018
%R 10.1177/1938965518777215
%X In this article, we replicate and extend the guest¨Cserver exchange (GSX) model to include guest return intentions as a mediator between guest satisfaction and unit-level sales. With the extended model, we establish that guest return intentions are strongly connected to financial performance and are a better indicator of unit-level sales when compared with guest satisfaction as previously modeled. Furthermore, our model confirms that guest satisfaction is a statistically significant consequent of service orientation, but is best treated as an antecedent to guest return intentions, rather than unit-level sales as previously modeled. Other results consistent with existing research on the GSX showed that line-level employees¡¯ recognition of service delivery standards being in place is strongly connected to line-level employees¡¯ perceptions of coworker and supervisor support. The former was significantly related to line-level employee guest orientation, which was related to guest orientation. Supervisor support was not found to affect guest orientation in the model, consistent with previous tests of the GSX
%K food and food service
%K restaurant management
%K operations management
%K customer satisfaction
%K firm performance
%K return intentions
%U https://journals.sagepub.com/doi/full/10.1177/1938965518777215