Exploring Role Behavior in Restaurant by Grey Model and Grey Structural Model

Abstract

Based on GM (0,N) grey model and grey structure model in grey system theory, this study takes Chinese restaurant in tourist hotel as a case to analyze service role behavior. A total of 241 questionnaires were collected to calculate index weighted coefficients, and then 12 experts carried out an investigation to construct clusters. There were 12 dimensions of professional competencies, and a total of 50 indicator factors were analyzed for role behavior in a restaurant. According to the results, there are three role behaviors for service staff in Chinese restaurants: supportive, interactive, and integrative role behaviors. In theory, this reinterprets the meaning of catering service competencies and defines the role types of catering service staff. In practical applications, restaurant managers could apply this result to help service staff to understand their current role, in order to reduce their role pressure and to increase their job satisfaction and performance.