One of the issues that has been treated with greater insistence in the restaurant industry is the quality of their service, many are the hours and resources invested by companies in the creation of manuals and training courses in order to ensure better this variable, which is an essential element in attracting and retaining customers and therefore, in the future sustainability of a restaurant.
The online universe has become service quality in restaurants in an accessible and relevant content for all, mainly through comments, reviews and customers to share in social networks, becoming the decisive factor in assessing the online reputation of a restaurant along with the price and the product.
But today I would like to discuss a fantastic scientific study to which I had access and has been directed by Emily M.Hunter Baylor University and Lisa M.Penney at the University of Houston and published in the journal Human Performance.
The main basis of the study is to demonstrate the relationship between customers and conflicting Counterproductive work behaviors (CLC) employees on them, that is to say, that somehow the employees come from these customers caused damage and harm service quality factors and thus the image of the organization.
There are many investigations into these attitudes CLC directed against the company or internal objectives thereof as partners, employees, subordinates, bosses, etc. but we know very little revenge when they are directed against persons outside the organization such as customers.
The study was conducted with scientific techniques on 438 employees of bars and restaurants in the southwestern US, 62% women and 38% mens, including selected waiters, managers, managers, etc. with an average age of 24 years and who are employed a minimum of 2 years.
A key element that we must consider to understand the findings of the study, is that stressors to which they are subjected restaurant employees by conflicting clients, such as verbal abuse, unpleasant ways, difficult or contradictory requests, increase the probability that the employee may have against the customer CLC.
According to social exchange theory, when employees believe they are being abused, They are likely to respond to the source of abuse.
As shown in the picture above cause conflicting clients CLC addressed to them by employees in two ways; a direct (Red line), what we know as the eye for an eye and an indirect (green lines) through the combined effect of emotional dissonance (Contrary to make you feel) and emotional exhaustion (caused by emotional exhaustion of a job and stressful situations).
This suggests that hiring employees to avoid this type of CLC is to go in two directions, employees who are less inclined to take direct retaliation against customers, ultimately lower employees in anger, with high levels of awareness and agreeableness, or secondly that employees are exposed to less impact to emotional exhaustion through more frequent breaks and training in self-control techniques of emotions that allows them to keep smiling face conflicting clients.
But another element that also revealed this research is to know which are the preferred techniques for restaurant employees to take revenge or to maintain CLC attitudes against these rude customers.
Listed below in order of preference the main revenges:
- Make a mockery of the client to another colleague 79%
- Customer lie 72 %
- Make customers wait longer than necessary 65 %
- Ignore Customer 61%
- Act rudely with customers 52%
- Discuss with the client 43%
- Customer shout 34%
- Refusing to serve customers 25%
- Customer facing 19%
- Insulting customer 14%
- Contaminate food 6%
- Threatening customer 5%
It seems clear that employees of the restaurants have human reactions like any other employees, but there is a factor that differentiates them is that their treatment is consistent with the end customer and are more exposed to this type of customer difficult than in other sectors.
There is a Chinese proverb “The person who can not smile should not open a shop.”, Clearly this study demonstrates that “The person who can not smile should not work in a restaurant”
Here you have a link to the full study: The Waiter Spit in My Soup! Antecedents of Customer-Directed Counterproductive Work Behavior