FACTORS IMPACTING INTERNAL AND EXTERNAL CUSTOMERS

Abstract

This research report will be focusing on how employees can be impacted by certain factors in the workplace like diversity, harassment in workplace, the style of leadership as well as the rate of turnover in restaurants. It will also take a look at how the choices a consumer is making can be affected by the advertisement done by a restaurant as well as the image that the restaurant has. Both of these sides have been covered in this report because in service sector, the performance of an employee will directly impact actions of a consumer. The study was conducted in Sialkot. The results of the employee questionnaire showed that they have also been affected by the mentioned workplace factors in the report. The analysis of responses showed that consumer choices are affected by these two factors. The restaurant owners should be able to keep up with the new ways being introduced in the world instead of sticking to old traditions so that they can get customers and retain their employees too. The report includes recommendations for the owners to help them deal with customers and employees if they are facing these issues caused by such factors.