Collecting and Using Employee Feedback: An Effective Way to Understand Customers' Needs

Cornell Hotel and Restaurant Administration Quarterly

Volumn 38, Issue 5, 1997, Pages 50-57

  Chung, Beth G ^a  

^a Cornell University School of Hotel Administration ^*  (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84992869871     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1177/001088049703800535     Document Type: Article

References (10)

1. Jonathan D. Barsky and Stephen J. Huxley, “A Customer-Survey Tool: Using the ‘Quality Sample,’” Cornell Hotel and Restaurant Administration Quarterly, Vol. 33, No. 6 (December 1992), pp. 18-19.
2. D.E. Bowen and B. Schneider, “Boundary-Spanning Role Employees and the Service Encounter: Some Guidelines for Management and Research,” in The Service Encounter, ed.J. A. Czepiel, M.R. Solomon, and C. Surprenant (Lexington, MA: Lexington Books, 1985), pp. 127-148.
3. B. Schneider, J.J. Parkington, and V.M. Buxton, “Employee and Customer Perceptions of Service in Banks,” Administrative Science Quarterly, Vol. 25 (1980), pp. 252-267.
4. B. Schneider and D.E. Bowen, “Employee and Customer Perceptions of Service in Banks: Replication and Extension',” Journal of Applied Psychology, Vol. 70 (1985), pp. 423-433.
5. A. Rafaeli, “When Cashiers Meet Customers: An Analysis of the Role of Supermarket Cashiers,” Academy of Management Journal, Vol. 32 (1989), pp. 245-273.
6. P.M. Blau, On the Nature of Organizations (New York: Wiley, 1974).
7. J.J. Parkington and B. Schneider, “Some Correlates of Experienced Job Stress: A Boundary Role Study,” Academy of Management Journal, Vol. 22 (1979), pp. 270-281.
8. Joe L. Welch, “Focus Groups for Restaurant Research,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 26, No. 2 (August 1985), pp. 78-85.
9. S. Kerr, “On the Folly of Rewarding A While Hoping for B,” Academy of Management Journal, Vol. 18 (1975), pp. 769-783.
10. B.G. Chung and B. Schneider, “Reward Compatibility with Service and Employee Role Stress,” Journal of Applied Psychology (under review).