Instilling commitment to internal service quality for the employees of Restaurant X

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Maria Victoria P. Tibon

Defense Panel Chair

Reynaldo A. Bautista, Jr.

Defense Panel Member

Rachel A. Quero
Azenith H. Castillo
Maria Victoria P. Tibon
Brian C. Gozun


This action research aimed to solve the challenges encountered by Restaurant X in its customer service delivery. The employees poor performances resulted to evident mistakes in order processing. Despite the owners initiative to penalize employees with every mistake, performance did not improve. Moreover, the owners received unpleasant customer feedbacks and the restaurant suffered from high turnover.

In the effort to address the issue, first, second and third person inquiry has been used together with collaboration among different members of the organization. It was found out that employees are not satisfied with their jobs hence the cause of poor performance and high turnover.

With the use of Service-Profit Chain model as a framework for the study, the researcher and collaborators were able to identify the need to focus on addressing the barriers to internal service quality of the organization. Through implementation of standard operating procedures, revival of annual company team building, trainings and abortion of the penalty system, this research aims to bring back the customer satisfaction, loyalty and productivity, and eventually bring back the harmony in the workplace.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.


Organizational commitment; Personnel management; Consumer satisfaction

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