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

Author

Listed:
  • Abu Elnasr Sobaih
  • Philip Coleman
  • Caroline Ritchie
  • Eleri Jones

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.

Suggested Citation

  • Abu Elnasr Sobaih & Philip Coleman & Caroline Ritchie & Eleri Jones, 2010. "Part-time restaurant employee perceptions of management practices: An empirical investigation," The Service Industries Journal, Taylor & Francis Journals, vol. 31(11), pages 1749-1768, January.
    • Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1749-1768
    DOI: 10.1080/02642069.2011.573659
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    References listed on IDEAS

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    1. Hielke Buddelmeyer & Gilles Mourre & Melanie Ward, 2008. "Why Europeans work part-time? A cross-country panel analysis," Research in Labor Economics, in: Work, Earnings and Other Aspects of the Employment Relation, pages 81-139, Emerald Group Publishing Limited.
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