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Open AccessArticle

How do the Employees’s Perceptions of Abusive Supervision Affect Customer Satisfaction in the Chain Restaurants? Employee-Customer Level Analysis

1
Center for Converging Humanities, KyungHee University, Seoul 02447, Korea
2
Department of Culinary Arts and Food Service Management, KyungHee University, Seoul 02447, Korea
*
Author to whom correspondence should be addressed.
Information 2020, 11(8), 384; https://doi.org/10.3390/info11080384
Received: 1 July 2020 / Revised: 31 July 2020 / Accepted: 1 August 2020 / Published: 3 August 2020
(This article belongs to the Special Issue Data Analytics and Consumer Behavior)
The purpose of this study is to examine the effect of chain restaurant employees’ perception of abusive supervision on employee satisfaction and customer satisfaction. The sample for the survey was collected from 228 customers and 93 employees in a chain restaurant. The results showed a negative relationship between abusive supervision and employee satisfaction. However, abusive supervision did not have a significant, direct effect on customer satisfaction, but showed an indirect effect via employee satisfaction. In addition, employee satisfaction was positively associated with customer satisfaction. View Full-Text
Keywords: abusive supervision; employee satisfaction; customer satisfaction; chain restaurants abusive supervision; employee satisfaction; customer satisfaction; chain restaurants
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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.

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