Study highlights importance of supportive co-workers

Nation's Restaurant News,  June 4, 2007  

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ITHACA, N.Y. -- A recent study from the Cornell Center for Hospitality Research finds that creating an environment of supportive co-workers is a key ingredient for maintaining guest-oriented servers.

The study, which surveyed 324 service employees and 271 guests at 25 Midwestern restaurants, found that three factors--clear standards, management support and co-worker support--contributed to excellent customer service.

Although having supportive co-workers was found to be the most important factor, the researchers also noted the important role of management.

"Management support per se is not a strong contributor to service employees' guest orientation, but managers have a critical role in explaining, reinforcing, and executing the restaurant's service standards," said researcher Alex Susskind, an associate professor of food and beverage management at the Cornell School of Hotel Administration.

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