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dc.contributor.authorSobaih, Abu Elnasr
dc.contributor.authorRitchie, Caroline
dc.contributor.authorColeman, Phil
dc.contributor.authorJones, Eleri
dc.identifier.citationSobaih, 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.en_GB
dc.descriptionThis article was published in The Service Industries Journal on 08 July 2011 (online), available at
dc.description.abstractThe 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.
dc.publisherEmerald Group Publishing Limiteden_GB
dc.relation.ispartofseriesThe Service Industries Journal
dc.subjectpart-time employeesen_GB
dc.subjectemployee perceptionsen_GB
dc.subjectmanagement practicesen_GB
dc.subjectservice qualityen_GB
dc.subjectcustomer satisfactionen_GB
dc.titlePart-time restaurant employee perceptions of management practices: an empirical investigationen_GB
dc.publisher.departmentCardiff School of Managementen_UK

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