Part-time employees on service quality in the UK restaurant sector

Abstract

Results are presented from the first phase of research investigating part-time employment and its impact on service quality in the UK restaurant sector. The key findings show that there is a significant difference of treatment between part-time and full-time staff in restaurants. This difference was clearly found in independent restaurants and reflects on employees' attitude and behaviour. If they are treated equally and involved in the restaurant goals, staff can develop appropriate attitudes and behaviours and consequently service quality and customer satisfaction will be improved.