Customer-Oriented Behavior in Full-Service Restaurants: A Moderated-Mediation Model of Emotional Intelligence, Work Engagement, and Customer-Oriented Attitude
Bibliographic record
Abstract
Using the job demands-resources model, this research explores the effects of emotional intelligence (EI) on customer-oriented behavior (COB) among frontline restaurant employees, with a focus on the mediating role of work engagement (WE) in the EI-COB relationship. The study also examines the moderating effects of customer-oriented attitude (COA) between EI and WE and on the mediated relationship. Data from 228 frontline restaurant employees were analyzed using Hayes’ PROCESS macro models 4 and 7. The results reveal a positive impact of EI on COB, with WE as a mediator. Moreover, COA strengthens the positive relationships between EI and WE, as well as the indirect effects of EI on COB through WE. This study simultaneously investigates both attitudinal and behavioral aspects of customer orientation, providing valuable theoretical and practical implications for restaurant employees, and laying the foundation for future research in this area.
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.002 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.001 | 0.000 |
| Bibliometrics | 0.001 | 0.002 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.002 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.001 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".