Part-time restaurant employee perceptions of management practices: an empirical investigation
Sobaih, Abu Elnasr
Emerald Group Publishing Limited
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The UK hospitality industry increasingly relies on part-time rather than full-time employees to provide more flexible and cost-effective operations with potential trade-offs for service quality. Part-time employees can be divided into two distinct groups – permanent and temporary – each with very different employment rationales. This study compares full-time and part-time employee perceptions of management practices across twelve Cardiff-based restaurants using a self-administered questionnaire. There were significant differences between full-time and part-time employees but no difference between temporary and permanent part-time employees who were equally dissatisfied with management practices, job attitudes and job behaviours. The qualitative data showed the two part-time employees' sub-groups had different needs. Despite this they were treated as a homogenous group by managers. Lack of management understanding of part-time staff impacts on how they are treated and ultimately on service quality and customer satisfaction.
The Service Industries Journal
Sobaih, A.E., Coleman, P., Ritchie, C. and Jones, E. (2011) 'Part-time restaurant employee perceptions of management practices: an empirical investigation', The Service Industries Journal, 31(11), pp.1749-1768.
This article was published in The Service Industries Journal on 08 July 2011 (online), available at http://dx.doi.org/10.1080/02642069.2011.573659
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