Research Proposal: Employee Politeness Impact on Customer Satisfaction

This research proposal investigates the relationship between employee politeness and customer satisfaction in limited-service restaurant chains within the United States. The primary research question focuses on how employee politeness impacts customer satisfaction, with employee politeness as the independent variable and customer satisfaction as the dependent variable. Secondary questions explore the concept of customer satisfaction, the correlation between employee politeness and customer satisfaction, and recommendations for improving employee performance. The study uses Namasivayam, Guchait, & Lei (2014) as a secondary dataset. This research aims to provide insights into enhancing customer service through effective management strategies. The proposal also includes references to key journal articles that support the research, such as Canny (2014), Han & Hyun (2017), and Marinkovic et al. (2014), to understand the impact of employee behavior on customer satisfaction.

RESEARCH PROPOSAL Name of the Student

RESEARCH QUESTIONS
The primary research question which has been set down for the
purpose of the study can be understood to be as follows:
How does employee politeness affect the customer satisfaction in the
limited service restaurant chains in US?
Independent Variable: employee politeness Dependent Variable:
Customer satisfaction
The secondary questions can be understood to be as follows:
 What is the overall concept of customer satisfaction?
 What is the relationship between the employee politeness and the overall customer
satisfaction of the limited service restaurant chains in the United States?
 What recommendations can be provided to the employees in order to improve the
overall performance?

NAMASIVAYAM, K., GUCHAIT, P., & LEI, P. (2014). THE
INFLUENCE OF LEADER EMPOWERING BEHAVIORS AND
EMPLOYEE PSYCHOLOGICAL EMPOWERMENT ON
CUSTOMER SATISFACTION. INTERNATIONAL JOURNAL OF
CONTEMPORARY HOSPITALITY MANAGEMENT, 26(1), 69-
84.
The given study can be understood to be
taken as the secondary data set chosen for
the purpose of the paper.
The sample size which has been taken by
the researcher is 365 frontline employees
and 2195 customers at 40 units of a chain
restaurant in USA.
The study found that:
 Good leadership is crucial for employee satisfaction.
 Employee satisfaction will lead to Customer
satisfaction.
The reason for conducting the study in the particular
field can be understood to be the fact that
management has a crucial role to play in my study
and through this I will be able to understand the
manner in which the customer service can be
improved.

REFERENCES TO BE USED IN
THE LR
Canny, I. U. (2014). Measuring the mediating role of dining experience attributes on
customer satisfaction and its impact on behavioral intentions of casual dining
restaurant in Jakarta. International Journal of Innovation, Management and
Technology, 5(1), 25-29.
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-
environment, service, and food on satisfaction and intention. International Journal of Hospitality
Management, 63, 82-92.
Marinkovic, V., Senic, V., Ivkov, D., Dimitrovski, D., & Bjelic, M. (2014). The antecedents of
satisfaction and revisit intentions for full-service restaurants. Marketing Intelligence &
Planning, 32(3), 311-327.
Namasivayam, K., Guchait, P., & Lei, P. (2014). The influence of leader empowering behaviors and
employee psychological empowerment on customer satisfaction. International Journal of Contemporary
Hospitality Management, 26(1), 69-84.
These journals will assist in understanding the impact of employee behavior on the customer
satisfaction.

Thank
You