What Matters More?

  title={What Matters More?},
  author={Sean A. Way and Michael C. Sturman and Carola Raab},
  journal={Cornell Hospitality Quarterly},
  pages={379 - 397}
Research has provided little empirical support for the concept that employee job satisfaction is a causal driver of employee job performance, customer satisfaction, and company performance. This concept is an enduring one, however, and it has been codified as the starting point in the widely espoused service profit chain. Using a sample of eighty-four food and beverage (F&B) manager groups from forty Asian hotel properties owned and managed by a single multinational hotel chain, we examine the… 

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