Study Highlights Importance of Supportive Co-Workers

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. —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.

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

“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. —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.