A Study On The Relation Of Management,Service Climate And Customer Satisfaction In Catering Company

Service is the pillar industry of the national economy, which plays an important role in GDP. As a representative service business, catering industry in China develops rapidly as the development of GDP and the increasing living level of people. What comes with this development is fierce competition in catering industry. Raising service quality is considered as the key point to make a company live in this environment. This thesis leverages Huogongdian (a famous catering company in Changsha, China) as an example to study the relationship between service climate and customer satisfaction. Furthermore, this paper treats service climate as a centric issue and studies how management factors impact service climate. Thus, we can advise service companies with useful suggestions on management policies which is expected to improve their customers’satisfaction. Our study shows that service climate has an obvious positive relation with customer satisfaction in catering company, and thus managers and bosses should pay special attention to building service climate in their companies. Moreover, the farness climate and customer-oriented climate is particularly important. Besides, managers should have a plan to train employees, caring their livings and making employees to feel the company is theirs. These issues should be implemented as company polices to build service climate, so that the competitiveness of the company could be improved. At last, our research also involves the study of service climate reaction. This indicates that it is important to collect the feedbacks of customers and employees, which is helpful to build the virtuously cyclic system.