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Part-time restaurant employee perceptions of management practices: an empirical investigation

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Author
Sobaih, Abu Elnasr
Ritchie, Caroline
Coleman, Phil
Jones, Eleri
Date
2011
Type
Article
Publisher
Emerald Group Publishing Limited
ISSN
0264-2069
Metadata
Show full item record
Abstract
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.
Journal/conference proceeding
The Service Industries Journal
Citation
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.
URI
http://hdl.handle.net/10369/3320
DOI
https://doi.org/10.1080/02642069.2011.573659
Description
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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