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1
Johnson, Catherine. "EMPLOYEE MOTIVATION: A COMPARISON OF TIPPED AND NON-TIPPED HOURLY RESTAURANT EMPLOYEES". Master's thesis, University of Central Florida, 2005. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/2981.
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Employee motivation shall be defined by Robbins (as cited in Ramlall, 2004) as: "the willingness to exert high levels of effort toward organizational goals, conditioned by the effort's ability to satisfy some individual need." To engage in the practice of motivating employees, employers must understand the unsatisfied needs of each of the employee groups. This study desires to provide practitioners in the restaurant industry the ability to recognize motivators for these different employment groups and their relationship to organizational commitment. The restaurant industry consists of two types of employees: salaried and hourly. This study focuses on hourly employees, and their subdivision: tipped employees. For the purpose of this research hourly employees shall be defined as employees that depend on their hourly wage as their main source of income and tipped employees shall be defined as employees that depend on the receipt of tips as their main source of income. The purpose of this study desires to provide practitioners in the restaurant industry a comparison and analysis of employee motivation between the two employment groups and their level of organizational commitment. After formulating a thorough research review, a questionnaire instrument was assembled. The sample for this study was a convenience sample consisting of 104 restaurant hourly tipped and non-tipped, front of the house personnel employed in a single branded, national restaurant chain located in the metropolitan area of Orlando, Florida. The research instrument was a survey questionnaire instrument comprised of three sections: 1.) twelve motivational factors derived from Kovach (1995), 2.) nine questions from the reduced OCQ from Mowday, Steers, and Porter (1979), and a section concerning demographic information of gender, age, race, education level, marital status, job type and tenure in the industry. Results from the study revealed that firstly, all of the employees in this thesis study felt that management loyalty was the most important motivating factor; secondly, intrinsic motivation factors were more important to non-tipped hourly employees; thirdly, gender had a strong influence in half of the motivating factors; fourthly, promotion and career development was found to be more important to non-tipped employees; lastly, overall mostly medium positive relationships were found between employee motivation and organizational commitment. Implications, limitations, and suggestions for future research are discussed in the final chapter.M.S.
Rosen College of Hospitality Management
Hospitality and Tourism Management
2
Padron, Thomas C. "Retention of employees in the Wisconsin restaurant industry". Menomonie, WI : University of Wisconsin--Stout, 2004. http://www.uwstout.edu/lib/thesis/2004/2004padront.pdf.
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Carter, Danon R. "The influence of servant leadership on employee engagement| A qualitative phenomenological study of restaurant employees". Thesis, University of Phoenix, 2013. http://pqdtopen.proquest.com/#viewpdf?dispub=3570203.
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Servant leadership is one leadership philosophy, which addresses the concerns of ethics, customer experience, and employee engagement while creating a unique organizational culture where both leaders and followers unite to reach organizational goals without positional or authoritative power. With employees viewed as one of the greatest assets for organizations, maintaining loyal, productive employees while balancing profits becomes a challenge for leaders, and drives the need to understand employee engagement drivers. The experiences of 11 employees and two managers from Celebration Restaurant in Dallas, Texas explored the qualitative phenomenological study of servant leadership and its influence on employee engagement. The modified van Kaam method contributed to data analysis, which examined manager and employee responses for comparison and assessment. The themes that emerged from interviews and focus groups found were:
1. Servant Leader Experience;
2. Why People Stay at Celebration;
3. Servant Leader Traits;
4. Impact of Servant Leadership;
5. Application of Servant Leadership.
The themes revealed servant leadership positively influences employee engagement while contributing to employee loyalty to the workplace. Based on the servant leader experience, participants were more committed, built healthy work relationships, and actively participated in achieving organizational goals.
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Johnson-Tate, Dawn Renita. "Effective Strategies Used by Restaurant Managers to Reduce Employee Absenteeism". ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5089.
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Employee absenteeism costs organizations in the U.S. restaurant industry more than 15% of profits each year. Some restaurant managers lack strategies to reduce employee absenteeism. Using the expectancy theory, the purpose of this single case study was to explore effective strategies that restaurant managers use to reduce employee absenteeism. The target population was managers of a single restaurant, known for successfully implemented strategies to reduce employee absenteeism, located in the Baltimore-Washington, DC, metropolitan area. Data collection included semistructured face-to-face interviews with 3 managers and a review of company archival documents such as memorandums, training documents, employee records, and employee performance reviews. Data were analyzed using inductive coding of words and phrases from the interviews and noted from the company archival documents. The findings revealed themes that represented restaurant managers' strategies for reducing employee absenteeism including communication, consistent enforcement of management policies, and a positive environment. Managers who used the strategies of communication, consistent enforcement of management policies, and a positive work environment reduced employee absenteeism, which might increase productivity and profitability in the restaurant industry. The implication for positive social change is that restaurant managers might reduce employee absenteeism through implementation of these effective strategies and, in turn, encourage new or sustained employment opportunities, organizational sustainability in the community, and sustained financial well-being of employees and their families.
5
Smith, Jaun Derek. "Successful Strategies for Reducing Employee Turnover in the Restaurant Industry". ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5040.
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Employee turnover remains a ubiquitous phenomenon that could negatively impact the operations and profitability of any business entity. For decades, managers, business leaders, and individuals in academia have devoted considerable time and resources to understanding and reducing the phenomenon. This qualitative multiple case study was conducted to explore the successful strategies that restaurant managers used to reduce employee turnover. The population sample consisted of 4 restaurant managers from Port of Spain, Trinidad and Tobago who had successfully used strategies to reduce employee turnover. The conceptual framework used was the transformational leadership model. Data for the study were gathered using semistructured interviews, employee records, and company documents. The data were analyzed using cross-case synthesis. The findings included 4 emergent themes. Two themes were tethered to the transformational leadership model with the focus on the constituents of individualized consideration, inspirational motivation, and intellectual stimulation. One theme was linked to the transactional leadership style under the element of management by exception active approach. The 4th theme was unexpected and tethered to practice; actions involved the use of various labor configurations to reduce employee turnover. The results of the study might be beneficial to managers not only in the restaurant industry but within the wider business ecology. With the implementation of successful strategies to reduce employee turnover, business operations and profitability could be spared degradation from operational disruptions due to frequent recruitment and labor shortages. The improved margins could be reinvested towards improving the communities and the lives of workers through positive changes in wages, therefore, contributing to positive social change.
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Oliver, Laura A. "Work Breaks, Employee Morale, and Satisfaction in the Restaurant Industry". ScholarWorks, 2016. https://scholarworks.waldenu.edu/dissertations/3057.
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Work breaks during an individual's shift can be a powerful motivational tool for management; however, not all individuals receive breaks during their shifts. The purpose of this phenomenological, qualitative study was to explore how work breaks affect employee morale and satisfaction in the casual and fine dining restaurant industry. The questions explored in this study were related to the breaks effect employee satisfaction and morale in the casual and fine dining restaurant industry. Thirteen participants with a minimum of 5 years' experience as wait staff who worked more than 6 hours per day were interviewed using semi structured interviews. The results were analyzed using a modified version of van Kaam's method and MAXqda software. The results suggested that breaks did not directly affect employee satisfaction and morale; however, management style directly affected employee satisfaction and morale. The results from this study may help managers have a better understanding of how their interactions and dealings with employees affect employee satisfaction and morale. This research may spur a field-changing management training, which could promote positive social change for employees.
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Racey, Tim. "Employee Selection Strategies in Casual Dining Restaurants". ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3317.
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Annual turnover for hourly employees in the hospitality industry averages 102%. The costs associated with hiring and training new employees are estimated at 150% of an employee's salary for businesses with more than 30 employees. The purpose of this case study was to examine the personnel selection strategies used in the casual dining sector. The sample for this study was 6 casual dining restaurant managers in the central Georgia area. Three of the participants used online selection strategies and 3 participants used intuition-based strategies. The objective of this study was to compare the similarities and differences between each respective personnel selection strategy. The conceptual framework employed is a resource-based view of the firm. Data were collected through semi structured face-to-face interviews. Data analysis occurred through coding and theming and revealed common themes between both groups. These themes were related to assessment of the application, applicant experience, applicant skills, traits, and abilities (online), and interviewing of the applicant. By implementing the recommendations from this study, managers in casual dining restaurants could affect social change whereby selecting employees who fit the restaurant environment and would demonstrate a higher self-efficacy and a better work-life balance. Promoting traits of self-efficacy and work-life balance would also create retention among hourly employees, saving restaurant organizations millions of dollars.
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Leson, Suzanne M. "Restaurant-style dining in skilled nursing facilities : resident and employee satisfaction". Diss., Manhattan, Kan. : Kansas State University, 2009. http://hdl.handle.net/2097/1680.
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Tao, Chen-Wei. "Development of restaurant service sabotage scale". Diss., Kansas State University, 2017. http://hdl.handle.net/2097/36211.
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Doctor of PhilosophyDepartment of Hospitality Management and Dietetics
Junehee Kwon
Service sabotage refers to employees' deliberate actions that negatively affect service, functional quality, employee-customer rapport, and company performance. Almost all frontline employees in the hospitality industry have witnessed service sabotage behaviors, and 85% admitted to engaging in such misbehaviors. Despite the prevalence and profound impact of service sabotage, it has been a challenge for researchers to measure the construct and understand specific and contextualized restaurant service sabotage behaviors. Thus, the purpose of this dissertation was to develop a reliable and valid scale to measure restaurant service sabotage. A mixed methods research design was applied. A qualitative study was conducted to explore prevalent restaurant service sabotage behaviors and to generate an item pool for the initial scale, followed by two quantitative studies with two different groups of non-managerial frontline employees in full-service restaurants to refine and validate the scale. Guided by critical incident technique, 243 critical incidents were derived from the in-depth interviews (n = 26). Of those, 28 explicit types of restaurant service sabotage behaviors were identified and further categorized into three behavioral groups: targeting customers, colleagues, and restaurants. In conjunction with scale items extracted from related measures, an initial instrument consisting of 39 items was developed and administered to an online restaurant employee panel by hiring a professional research firm. A total of 419 usable responses were collected and analyzed using principal axis factoring with a promax rotation. Results revealed a 13-item scale with three dominant factors. To validate the scale, 463 usable responses were gathered for data analyses. Results of the confirmatory factor analyses indicated a good model fit of the three-factor model, Chi-square/df=3.15, GFI=.96, CFI=.97, NFI=.95, and RMSEA=.07 while reducing the scale items from 13 to 10 and supporting the scale's dimensionality. Tests for validating construct validity were all fully supported. Cronbach’s alpha coefficients were all greater than .70, showing internal consistency of the scale. This psychometrically valid and conceptually sound scale may be applied in future restaurant service sabotage research and may stimulate additional studies to advance the theory and explore the criterion network. Implications, limitations, and direction for future research are discussed.
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Linknerová, Alena. "Analýza pracovnej spokojnosti zamestnancov". Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-162697.
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The subject of my theses is the analysis of employees' satisfaction in a concrete company. The goal is to discover weaknesses in this area through a survey on employees' contentment and consequently creating a concept of how to improve current status in particular areas. The theoretical part includes specification of basic terms, clarifies importance of research of employees' contentment and presents results from other surveys. It also deals with particular elements of staff contentment and specifics of work in restaurant facilities. The practical part shows the application of theory into the business practice through actual research of employees' contentment in the restaurant XY. The survey focuses on employees' reflection in respect of selected areas of their work contentment. It uses a questionnaire and interview as research methods. The final output of the theses consists of recommendations and suggestions which should increase staff contentment in the chosen restaurant.
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Odeh, Khaled Ahmad. "The impact of frontline employee empowerment on service quality in the Jordanian restaurant industry". Thesis, University of Surrey, 2008. http://epubs.surrey.ac.uk/630/.
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This study explores the relationship between frontline employees' empowerment and service quality in the restaurant industry. The service marketing literature revealed mixed findings regarding this relationship. While some studies confirmed indirect relationships, others did not confirm the relationship, and one study only confirmed a direct positive relationship. The developed model in this study suggested that psychological empowerment influences service quality through employees' job attitudes (job satisfaction and organisational commitment) and behaviour (customer oriented behaviour). Two questionnaires were used to test the study's model. The first questionnaire was designed to measure employees' empowerment, job satisfaction. organisational commitment and customer-oriented behaviour.
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Roberts, Kevin R. "Using the theory of planned behavior to explore restaurant managers support for employee food safety training". Diss., Manhattan, Kan. : Kansas State University, 2008. http://hdl.handle.net/2097/591.
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Collins, Michael Dwain. "Understanding the relationships between leader-member exchange (LMX), psychological empowerment, job satisfaction, and turnover intent in a limited-service restaurant environment". Columbus, Ohio : Ohio State University, 2007. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1180519045.
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Jang, Jichul. "A Multi-Level Examination of Factors Predicting Employee Engagement andits Impact on Customer Outcomes in the Restaurant Industry". The Ohio State University, 2013. http://rave.ohiolink.edu/etdc/view?acc_num=osu1373985282.
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Parttimaa, Jenny y Mathilda Bäckström. "The Pursuit of Motivating Employees : The connection between employee turnover and reward packages in the hotel – and insurance industry". Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-38227.
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Motivating employees is one of the management top priorities nowadays. Motivated employees are less likely to leave the company, which leads to lower turnover rate which in turn can lead to lower costs for the company. The purpose of this study is to illustrate how organizations can increase employees’ motivation and lower employee turnover by using reward packages.
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Ruiz, Candace A. "Strategies to Retain Millennial Employees at Full-Service Restaurants". ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3470.
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Some supervisors lack effective strategies to retain millennial generation employees. The purpose of this multicase study was to explore effective strategies supervisors use to retain culinary-educated millennial employees in full-service restaurants. Nine millennials and 3 supervisors from 3 full-service restaurants in Denver, Colorado consented to face-to-face semistructured interviews with open-ended interview questions concerning retention strategies. The conceptual framework of Herzberg's two-factor theory served to guide the scope and the data analysis for the multicase study. The interview transcripts were coded and grouped into themes. Explanation building for the data analysis assisted in finding causal links between cases and the unit of analysis, and in assembling a broad explanation to fit each case. Ten subcategories emerged from the 3 themes that aligned with Herzberg's motivation factors, hygiene factors, and millennial values and attitudes. The 10 subcategories were developed, and indicated that effective strategies differ by supervisor. Among the ten subcategories, the most prominent were (a) growth and advancement, (b) positive working conditions, and (c) quality and influence of the supervisor. This study may contribute to social change by providing restaurant supervisors with strategies for millennial retention and keeping young workers in the community to share in the responsibility of social progress and to reach their full potential.
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Needham, Maria Rosetta. "Relationship Between Servant Leadership Characteristics and Turnover in Fast-Casual Restaurants". ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5027.
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In the United States, turnover threatens the economic status of the restaurant industry. In 2016, the turnover rate for the fast-casual restaurant dining industry was 1.8 million people with approximately 3 million people working in the industry. Restaurant leaders struggle with solutions to help reduce the problems of turnover. Guided by the servant leadership theory, the purpose of this correlational study was to examine the relationship between empowerment, interpersonal support, and turnover in the fast-casual restaurant industry. A convenient sample of fast-casual restaurant supervisors (n =58) in the Midwestern region of the United States completed a survey with questions related to empowerment and interpersonal support from the servant leadership survey and questions from the turnover survey. The results of a multiple regression did not predict turnover F(8, 49) = .976; p >.05; R2 = .137). The effect size indicated that the regression model accounted for 14% of the variance in turnover. Empowerment (β = -.023, p = .916) did not relate any significant variation in turnover. Interpersonal support (β = .066, p = .146) did not relate any significant variation in turnover. Empowerment and interpersonal support could affect social change by enhancing the well-being of employees, which can encourage employees to provide better service in the restaurant business. Empowerment and interpersonal support include motivating factors in employee development, leading to volunteer and charitable contributions in the communities.
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Hirsch, Gregory S. (Gregory Seymour). "The Motivational Impact of Incentive Programs on Young Adult Employees in Corporate Casual Restaurants". Thesis, University of North Texas, 1996. https://digital.library.unt.edu/ark:/67531/metadc278724/.
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This study was conducted to determine which incentive programs best influence young workers in corporate casual restaurants. The server and bar staff of the Chili's division of Brinker International, Inc. were surveyed in 18 stores in the Dallas area. From the sample. 356 usable surveys were received. The study was designed to obtain feedback about existing and future incentive programs that will enhance development of a positive working environment, along with higher productivity and a lower turnover rate.
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Vlisides, C. E. (Constantine Eleas). "Personal Values Systems of Senior Corporate and Partnership Restaurant Managers and Higher Education Programs Implications". Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc278837/.
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The purpose of this study is to determine the personal values systems of senior restaurant managers and what differences there are among the following values; gender, marital status, level of education, country awarding the highest degree, major field of study, income and size of organization.
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Olds, F. Ray. "Intellectual Ability, Personality, and Vocational Interest as Predictors of Successful Job Performance in Restaurant Managers". Thesis, University of North Texas, 1993. https://digital.library.unt.edu/ark:/67531/metadc500960/.
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The history and use of tests of intellectual ability, personality, and vocational interest is briefly discussed as background for an exploratory study in the use of these instruments in predicting successful restaurant manager performance. Most previous research regarding managerial potential has focused on perceptions of managerial ability rather than on performance issues. Sixty-eight restaurant managers were tested in order to assess general intellectual ability, personality traits, and vocational interests as predictors of performance criteria. Based on previous research, it was hypothesized that general intellectual ability, vocational match, masculinity, ascendance, and sociability would be positively correlated with effective job performance ratings. Results of the study did not confirm these predictions.
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Forsell, Adam. "Exploring the Efficiency of a Digital Simulation Game for Vocational Training : An experimental approach". Thesis, Högskolan i Skövde, Institutionen för informationsteknologi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-16526.
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This thesis covers an experiment which explores how effectively skills that are gained in a digital serious game can be transferred to a real situation. The context of the experiment is the casual restaurant industry, with focus on the task of a food runner. The results showed to be unreliable when ruling out the chance element with the use of t-tests, which points to that the data produced were coincidental, however the limited deviation in the groups’ performances indicate that there is potential in the addition of a digital game to the traditional training material. This is learned from the reports of the experiments and the analysis of the questionnaires filled out by all the participators.
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Ukandu, Nnenna Eme. "The causes of low employee motivation within Cape Town's fast food industry". Thesis, Cape Peninsula University of Technology, 2011. http://hdl.handle.net/20.500.11838/2062.
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Thesis (MTech (Busines Administration))--Cape Peninsula University of Technology, 2011.Motivating employees in fast food outlets plays a major role towards improving the commitment and performance of workers. However, it has been confirmed that there is low levels of employee motivation in some fast food outlets, which has led to negative results and poor performances. Therefore, improving employee motivation in fast food outlets has become a necessity. The main aim of the study was to investigate causes of low employee motivation in fast food outlets within South Africa. The present author was able to discover the causes of low employee motivation levels such as poor supervision, little or no training, poor pay and poor working conditions. Hence, factors that could improve levels of motivation of employees in fast food outlets were identified; for instance, motivating fast food employees through genuine appreciation, recognition, compensation and inspiration. The researcher further suggests strategies, which may improve the quality of work-life for employees with fast food outlets training and developing employees, reducing their workload; and initiating incentive programs and retention strategies. This will help the management at fast food outlets to improve levels of motivation of their workers, and also assist them to retain their talented staff. The case study method was used for this research since the study involved fast food outlets in Cape Town. The triangulation method was applied to solicit information from staff members, managers and store managers/franchisees. Semi-structured interview questions were used to obtain information from franchisees/store managers, senior managers, floor managers, and supervisors, while closed-ended questionnaires were used to interview other staff members. This study has confirmed that there are no motivation policies at most of the fast food outlets which were studied that can guide employers to motivate their workers. It is clear from the study that there is low employee motivation at some fast food outlets, and hence the researcher has proposed recommendations, which will help the management of fast food outlets to enhance the levels of motivation of employees, and their work performance. It is suggested that employees should be involved in the decision making of their organization; the quality of work-life of employees should be improved; a harmonious working environment should be promoted; and workers should be empowered and allowed to participate in the profit sharing of the organization. This will improve workers' levels of motivation and better results will be achieved for the organization at large.
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Green, Deirdre Renee. "Occupational noise exposures of college town restaurant employees". Thesis, University of Iowa, 2014. https://ir.uiowa.edu/etd/1330.
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Previous research evaluating restaurant worker exposure used environmental sound levels, but this does not take into account the temporal variability of restaurant worker exposure. To determine the actual personal exposure of restaurant workers, Quest Noise-Pro or Quest Edge dosimeters were placed on restaurant workers at six downtown Iowa City restaurants. At each participating locally-owned restaurant, workers classified as cooks, counter attendants, bartenders, and waiters participated. A time-weighted average (TWA) exposure per participant per shift was computed using both OSHA and NIOSH criteria for a total of 180 full-shift exposure measurements. Exposures were evaluated by season (when school is in session or not), restaurant type (counter service versus sit-down with bar), job title (cooks versus others), and time of week (weekday versus weekend) to characterize factors associated with high personal noise exposures. This work focused on day time exposures of restaurant employees in locally owned restaurants in a college town and determined the risks of noise induced hearing loss (NIHL). The results determined if restaurant workers are exposed to hazardous noise and whether exposures differ by job title, season, day of week and restaurant type.
No TWA measurements exceeded the OSHA 8-hr TWA permissible exposure limit (PEL) of 90 dBA. Restaurant worker NIOSH TWAs ranged from 69-90 dBA with a mean (SD) of 80 dBA (4 dBA). Only 7.8% of all full-shift exposure data exceeded the NIOSH 8-hour 85 dBA. The highest worker TWAs were recorded during the period when the local university was in session and at the full-service restaurants: these workers were cooks during the weekends. Fourteen TWA measurements exceeded the NIOSH 8-hr TWA REL of 85 dBA. The NIOSH TWA exposure estimates significantly increased for full-service restaurants (p<0.001), cooks (p=0.003), during the fall semester (p=0.003), and during the weekend (p=0.048). Multiple Linear regression analysis suggested that restaurant type, job title, and season have a significant effect on restaurant worker noise exposures (p<0.001).
Although restaurant employee noise exposures are within the OSHA hearing conservation standard limits, this study demonstrated that 7.8% (approximately 733,200) restaurant workers might be at risk for overexposure to noise based on NIOSH criteria. Intervention studies for the prevention of NIHL need to understand the impact of job title, restaurant type, season, and day of week on restaurant worker noise exposure. Additionally, all sampling was completed during the daytime and future research should evaluate restaurant worker noise exposures into the night time and early morning hours.
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Blansett, Karen D. (Karen Day). "Prediction of the Job Performance of Restaurant Workers Using a Service Orientation Measure". Thesis, University of North Texas, 1990. https://digital.library.unt.edu/ark:/67531/metadc501115/.
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Service orientation has been suggested to be a work-related behavioral trait that contributes toward overall job performance in certain occupations. Therefore, the Batrus Hollweg Service Questionnaire (SQ), a personality inventory, was hypothesized to predict performance in a sample (N=55) of fast-food restaurant workers whose jobs were primarily composed of service-related elements. A performance evaluation form was created for use as the criterion measure. An alternative scoring system for the SQ was developed, and showed it to be significantly correlated with the criterion. The potential for use of the alternative scoring procedure is discussed.
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Fauvelle, Céline. "Perceived servant leadership and job satisfaction among culturally diverse restaurant employees". Thesis, Stockholms universitet, Företagsekonomiska institutionen, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-191176.
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High employee turnover is a costly problem for the restaurant industry. Previous research has shown that job satisfaction is one factor that is negatively associated with employee turnover in different fields and that the leadership style servant leadership is positively related to job satisfaction. Servant leadership is a management style where the leader shares power, puts the needs of others first and helps employees develop and perform as highly as possible. The relationship between job satisfaction and servant leadership had not previously been examined among culturally diverse restaurant employees across organizations, and that was the purpose of this study. The research question asked was: Is there a statistically significant correlation between the perception of servant leadership and job satisfaction for culturally diverse restaurant employees? To answer this question, 45 restaurant employees spread over 7 cultures completed a survey with a demographic questionnaire and short forms of the Servant Leadership Scale and the Minnesota Job Satisfaction Questionnaire. The data was analysed through the utility of SPSS and a correlation analysis revealed a statistically significant relationship between perceived servant leadership and job satisfaction among culturally diverse restaurant employees (r =+0.692; p < 0.01). The result suggested that the use of servant leadership in restaurant organizations may increase the job satisfaction among employees of different cultural backgrounds and thereby possibly reduce employee turnover. The findings of the study contributed to the body of knowledge regarding the utility of servant leadership in the multicultural restaurant industry and should be of interest to research in the fields of restaurant management, servant leadership and cross-cultural leadership.
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Hancer, Murat. "An analysis of psychological empowerment and job satisfaction for restaurant employees". The Ohio State University, 2001. http://rave.ohiolink.edu/etdc/view?acc_num=osu1231520235.
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Piazza-Waggoner, Carrie. "Burn prevention knowledge an assessment of restaurant servers /". Morgantown, W. Va. : [West Virginia University Libraries], 2001. http://etd.wvu.edu/templates/showETD.cfm?recnum=2128.
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Thesis (M.A.)--West Virginia University, 2001.Title from document title page. Document formatted into pages; contains v, 42 p. Vita. Includes abstract. Includes bibliographical references (p. 25-26).
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Petříková, Martina. "Návrhy na zlepšení služeb hotelu Prometheus". Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2018. http://www.nusl.cz/ntk/nusl-377606.
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The diploma thesis is focused on the quality of provided services of Prometheus Hotel in Brno. This hotel has already provided services of high quality to its customers but it has faced low summer occupancy and a high staff turnover problem. This diploma thesis is based on concrete and real economic, technical and operational data of Prometheus Hotel. The design part presents possible measures that eliminate low occupancy during the summer months as well as high turnover of employees. Other design parts contribute to the overall prosperity of Prometheus Hotel. The implementation of the proposed measures requires a considerable amount of costs, but they should lead to an increase in the services provided throughout the hotel.
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Daughtry, Perry. "The Relationship of Selected Personality Factors to Turnover Among Restaurant Managers". Thesis, University of North Texas, 1989. https://digital.library.unt.edu/ark:/67531/metadc500876/.
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This study investigated the relationship between turnover and personality measures through the application of discriminant analysis in a split sample cross validation design. Four personality tests measuring 34 dimensions of personality were administered to 300 Caucasian male job applicants. The tests were the Fundamental Interpersonal Relations Orientation-Behavior, the Vocational Preference Inventory, a shortened version of the DF-Opinion Survey, and the Guilford Zimmerman Temperament Survey. Ten of the dimensions were initially found to be significantly related to turnover. The shrinkage of the coefficient after cross validation was enough for the loss of statistical significance. It is suggested that personality measures are moderately associated with turnover and that investigations examining methods to reduce turnover should focus on other variables.
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Lan, Chih-Lung. "Examining and evaluating front-line employees' service recovery competency at the ABC Restaurant and Lounge". Online version, 2008. http://www.uwstout.edu/lib/thesis/2008/2008lanc.pdf.
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Rashid, Abdul. "Employees Motivation – A Key for the Success of Fast Food Restaurants". Thesis, Umeå universitet, Handelshögskolan vid Umeå universitet, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-43547.
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In this modern era where the flows of customers are increasing towards fast food restaurants it is becoming more challenging to offer good customer service. For this purpose, there is strong need of highly trained and skilful workforce as like other service oriented businesses, the frontline employees of fast food restaurants also have direct interaction with customers and are considering the backbone of restaurants. Therefore, the main intention to conduct this study is to understand the working conditions in fast food restaurants, to discover the core factors of employee motivation and to determine the role of management in attaining this inspiration. The theoretical framework of this study presents the well known theories and other important literature for employee’s motivation. The requirements for employee’s motivation in fast food industry are highlighted by the author on the basis of these literatures. Additionally, a conceptual model for employee’s motivation in fast food restaurants is derived from different literature and serves as an opening position for the empirical research. This study based on qualitative strategy and inductive approach with research philosophy of constructionist and interpretivist stances. The data is collected through semi-structured interviews consisting of four managers and three employees of Max, Subway and McDonald’s restaurants in Umeå, Sweden. For analysis the data is categorized on the basis of different factors mentioned in the proposed model. In the findings of this study, the elements of the conceptual suggested model are identified and validated for employee’s motivation in fast food restaurants. The findings are concerned with different motivational factors through which employees can be motivated in fast food restaurants. In which the main role of management is to work on human capacity and provide training, the best working environment, salaries and wages and promotional and growth opportunities to their employee. These are the most important functions highlighted after empirical finding and analysis, however, other factors i.e. cultural values, stress of work, respect and recognition are also important factors for frontline employee’s motivation in fast food restaurants. This study is only limited to three fast food restaurant (Max, McDonald’s & Subway) of one city of Sweden (Umeå). The data was collected from a small sample (only seven individuals) which limits the generalization of this study to other restaurants in Sweden.
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Wu, Jing-Jing. "The food sanitation and foodhandling training of employees in Chinese restaurants in Rochester, New York : a pilot study /". Online version of thesis, 1992. http://hdl.handle.net/1850/10713.
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Raskin, Stacey L. "The introduction of the 100% customer satisfaction guarantee training program for the employees of Charlie K's Restaurant and O'Leary's Pub". Online version, 1998. http://www.uwstout.edu/lib/thesis/1998/1998raskins.pdf.
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Ole-Sein, Kone. "Assessment of Essential Competencies in the Hospitality Industry". Thesis, University of North Texas, 1994. https://digital.library.unt.edu/ark:/67531/metadc279381/.
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The hospitality industry in recent years has become intensely competitive. Better communication between industry professionals and educators is important for university programs to provide relevant learning experiences for students. The purpose of this study was to determine competencies that hotel and restaurant professionals deem necessary for the success of graduates in the industry. Thirty supervisors of hotel and restaurant management majors who graduated from the University of North Texas from 1990 through 1992 responded to the research questionnaire. The supervisors were given 36 competencies and asked to rate their level of importance. Percentages were used to identify the most important competencies. The skills most frequently identified as important by the industry professionals surveyed were leadership skills, professional ethics, personnel management, and understanding the different laws that affect hospitality operations and management.
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Cha, Suk-Bin. "Service orientation discrepancy between managers and employees and its impact on the affective reactions of employees : a case study of casual restaurant segment /". Diss., This resource online, 1995. http://scholar.lib.vt.edu/theses/available/etd-06062008-162354/.
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Murphy, Kevin S. "An Analysis of the Effect of Compensation Offerings on the Turnover Intentions of Restaurant Managing Partners for Outback Steakhouse". Thesis, Virginia Tech, 2000. http://hdl.handle.net/10919/36322.
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The restaurant industry has long been characterized by a high rate of "turnover, low wages, primitive technology, controlling management and an unimpressive benefits package"(Sullivan, 1999). " The most serious issue for employers today -in all industries- is hiring and keeping qualified and capable employees" according to Donald Marshack, senior analyst at the U.S. Bureau of Labor Statistics (BLS)(2000). The primary purpose of this study was to examine the perceived notion that the compensation plan of Outback Steakhouse reduces the intention to turnover of its unit level managing partners. Specifically the research focused on a survey of general manager's attitudes in regards to their intentions to seek out new employment and the effect of the compensation plan provided by Outback Steakhouse on their intention to turnover. The Objective of the study was to investigate the current management compensation practices of the managing partners of Outback Steakhouse, while identifying the relationship between management compensation and the intention to turnover for proprietors at Outback Steakhouse restaurants. A further objective was to establish the relationship between employee turnover and employee turnover intentions as a predictor of separation from an organization.
A survey instrument was utilized to gather information for this study was sent by mail to all of the 600 general managers of Outback Steakhouses listed on the company's web site in the US. The survey contained questions designed to measure the influence of the compensation package on the general managers' intent to turnover, and the degree of influence each element of the compensation package had on their intention to quit.
The results showed that the correlation coefficient indicated 5 out of the 8 monetary compensation variables had a significant positive relationship with the compensation plan and reducing turnover intentions. A forward regression analysis was conducted comparing all of the compensation elements. This was done for the purpose of determining which variables would be the best predictors of respondents desire to stay with Outback because of the positive influence the compensation package, as a whole, has on them. When the computations were completed, two variables, deferred compensation and stock option, explained 41.7% of the sample variation (R² = .417) and 39.8% of the population variation (Adjusted R² = .398).Master of Science
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Swanepoel, Christo. "Understanding job satisfaction and labour turnover of semi-skilled employees in the quick service restaurant industry". Diss., University of Pretoria, 2015. http://hdl.handle.net/2263/52330.
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The quick service restaurant industry in South Africa is plagued by high staff turnover and the cost associated with this. This is especially true for the semi-skilled employees at ground level, working in the restaurants in this industry. These workers are poorly paid and work erratic hours in difficult circumstances. The aim of this study is to identify the factors that influence job satisfaction within this industry. The study also aims to isolate the predominant reasons for both voluntary and involuntary staff turnover.Mini Dissertation (MBA)--University of Pretoria, 2015.
zk2016
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted
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Toro, Brenda. "Food safety knowledge, attitudes, and behaviors of restaurants employees in San Juan, Puerto Rico /". Search for this dissertation online, 2005. http://wwwlib.umi.com/cr/ksu/main.
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Wilkinson, Richard F. "Hospitality management student work aspect preferences and reinforcers in the quick service restaurant industry /". free to MU campus, to others for purchase, 1997. http://wwwlib.umi.com/cr/mo/fullcit?p9841193.
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Sims, Melissa Bradberry. "Employee Satisfaction and Performance: A Study of the RC Hotel Company Kitchen Environment". ScholarWorks@UNO, 2004. http://louisdl.louislibraries.org/u?/NOD,177.
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Thesis (M.S.)--University of New Orleans, 2004.Title from electronic submission form. "A thesis ... in partial fulfillment of the requirements for the degree of Masters of Science in Hospitality and Tourism Management"--Thesis t.p. Vita. Includes bibliographical references.
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LaFleur, Tobias C. (Tobias Christopher). "Improving the Quality of Hotel Banquet Staff Performance: a Case Study in Organizational Behavior Management". Thesis, University of North Texas, 1994. https://digital.library.unt.edu/ark:/67531/metadc500375/.
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The banquet staff at a north Texas hotel were responsible for setting up 11 different functions (e.g., buffet dinners) for conferences and meetings. The functions were often set up late and items were often omitted. An analysis suggested that performance problems were the result of weak antecedents, inefficient work procedures, inadequate training and a lack of motivating consequences. An intervention consisting of task checklists, feedback, goal setting, monetary bonuses, training and job aids was designed to enhance the accuracy and timeliness of function setups. Performance increased from an average of 68.8% on the quality measure (accuracy plus timeliness) in baseline, to 99.7% during the intervention phase. Performance decreased to 82.3% during a follow-up phase in which parts of the intervention were discontinued by hotel management. Performance increased to 99.3% with the reintroduction of the intervention phase.
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Alderete, Eric M. "Union- and employer-assisted housing--prospects for supplying affordable housing assistance to Boston's Hotel and Restaurant Workers' Union". Thesis, Massachusetts Institute of Technology, 1991. http://hdl.handle.net/1721.1/62903.
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Thesis (M.C.P.)--Massachusetts Institute of Technology, Dept. of Urban Studies and Planning, 1991.Title as it appears in the June, 1991 M.I.T. Graduate List: The union housing trust fund and its potential for spurring affordable housing assistance: Boston's Local 26.
Includes bibliographical references (leaves 158-162).
by Eric M. Alderete.
M.C.P.
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Crawford, Alleah M. Hubbard Susan Sorrells. "Empowerment and organizational climate an investigation of mediating effects on the core-self evaluation, job satisfaction, and organizational commitment relationship /". Auburn, Ala, 2008. http://repo.lib.auburn.edu/EtdRoot/2008/SUMMER/Nutrition_and_Food_Science/Dissertation/Crawford_Alleah_4.pdf.
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Tsai, Ching-I. y 蔡靜怡. "Performance appraisal indicators study for restaurant employee in hotel industry". Thesis, 2005. http://ndltd.ncl.edu.tw/handle/77673366284253387950.
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碩士國立中山大學
人力資源管理研究所
93
To assist hotel manager better human-resources practices implement and enhance organization performance, the purpose of this study is to identify the key factors of performance appraisal for restaurant employee in the hotel industry. Starting from reviewing related references and interviewing industry experts to collect information both in theory & actual practice, an indicators list has developed in consensus as result of the first phase. Main factors and sub-factors have identified through AHP process and the weightings as well. Analysis is based on expert questionnaire, which 100 delivered to managers or supervisors of restaurant in hotel, and 26 are valid. The conclusions of the study are listed as below, 1. Established indicators list by reviewing related references, theories and experts interview which consisting 21 key indicators as most suitable indicators for restaurant employee in hotel industry. 2. Personal characteristic indicator is the main factor of performance appraisal in hotel industry identified by the study, followed are result oriented factor and behavioral factor. 3. Established assessment weighting system for the main and sub-indicators by using AHP. 4. Developed a new performance appraisal form for hotel management as a reference, which each indicator consist different weighting of assessment.
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Lin, Li-Ting y 林秝葶. "A Study of Restaurant Employee`s Waste Knowledge,Attitude and Behavior". Thesis, 2012. http://ndltd.ncl.edu.tw/handle/78086910484085390537.
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碩士輔仁大學
餐旅管理學系碩士班
100
This study examined nine scenic area (SanShia、YinGO、Sindian、Wulia、Rueifang、Tansui、Bali、Shenkeng、Wanli) of restaurant employee’s waste knowledge, attitude and behavior, aimed to understand current situation, the difference between restaurant employee’s with various backgrounds and the correlation among these three attributes. This study purposive sampling 500 copies of self-edited questionnaire,there were 458 copies of returned questionnaires (return rate 91.6%) with 417 effective data or 83.4% response rate. The data were analyzed using descriptive statistics, One-way ANOVA, Pearson’s product-moment correlation coefficient. The results were: 1.Restaurant employee’s knowledge of waste The result showed an average 64.2% of restaurant employee’s answered correctly about restaurant waste knowledge.Chain restaurant was better than Tourism Hotels；Management was better than chef、assistant cook、part-time workers. 2.Restaurant employee’s attitude of waste The result showed restaurant employee’s attitude of waste average score was 4.29. 51-60 years of age was better than over 60 years of age. 3.Restaurant employee’s behavior of waste The result showed restaurant employee’s behavior of waste average score was 3.63. Chain restaurant was better than Tourism Hotels. 4.The correlation of restaurant employee’s knowledge, attitude and behavior of waste This study used Pearson’s product-moment correlation coefficient analysis to examine the significant correlation between restaurant employee’s knowledge, attitude and behavior.
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Tung-Chang, Hsieh y 謝東彰. "The Study of Quality of Employee Restaurant in High-Tech Company". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/p34q6g.
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碩士高苑科技大學
資訊科技應用研究所
103
The study is to investigate the favor of food ingredients, service quality of a restaurant, and customer satisfaction for a certain employees of the technology industry by improving restaurant’s service quality and increasing the number of people to have a meal. In this work, a questionnaire is designed for the subject of a certain company, which comprises the basic information, materials, combo meals, and serving satisfaction. The questionnaires were issued by a convenience sampling of 180 questionnaires and collected 153 questionnaires. The effective response was 85%, accounted for 47.1% of male, 52.9% of female, 43.1% of married, and 56.9% of unmarried. The age is ranged from 26 to 35 years old in a proportion of 63.4%. The major proportion on education is 63.4%. By analyzing the questionnaires, the best favor is the chicken drumstick (8.9%) on the aspect of meat. The best favor on vegetable is egg (6.32%). For the combo meal, a pot burn meal is preferred (4.8%). For the consideration of service satisfaction, the restaurant’s capacity of seats is 63.4%. The customers were most satisfied with the equipments on the overall serving quality (43.1%). The testing results show that the gender on service quality has a significant difference. The significance P is lower than 0.01. The males favor pork belly, pork spare ribs, and preserved duck egg. The gender also exhibits a significant difference (P < 0.05). The males favor mutton roast flour, sliced chicken rice, turkey rice, Japanese omelet rice, combination meal, karo drumstick hamburger. The significant difference is lower than 0.05 on the service quality. The males are satisfied with the freshmen of food ingredients, section of meals, serving menu, friendly serving attitude, complains, and serving professional knowledge on the proportion of 52.36%. In addition, the significant difference on material also lower than 0.05 for the age. The age of the people below 25 years old prefer to pork chop, diced pork, Korean kimchi, and rape. The people above 36 years old prefer to pork knuckle and fish meal. Moreover, the age shows a significant difference for the combo meals (P < 0.05). The age of the people below 25 years old are focused on sauted shredded beef, Thai-style hot and spicy chicken, casserole, curry rice, and spaghetti. The significant difference on service quality is also lower than 0.05. The people above 36 years old prefer to meal hygiene and air-conditioning environment (36.3%). According to the survey, for the hygiene consideration, employees are satisfied with professional knowledge, server’s hygiene, neat and tidy appearance. For the serving efficiency, employees are satisfied with efficiency, friendly attitude, and complaint. For the environment aspect, employees are satisfied with clean of serving area, tidy of dinning environment. A periodically employee training is essential for catering service.
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Alcorn, Michelle. "Personality and environmental behavior: Perspectives of employees working in green and non-green restaurants". Diss., 2018. http://hdl.handle.net/2097/39104.
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Doctor of PhilosophyDepartment of Hospitality Management
Kevin R. Roberts
As restaurants continue to be a major contributor to the economy, operations continue to negatively impact the environment. Within the industry, sustainability initiatives are becoming more popular, however, success depends on the buy-in of employees. The purpose of this study was to examine the relationship between and impact of personality traits on environmentalism of restaurant employees. By detecting personality traits associated with environmentalism, a better understanding of environmental behavior is obtained. This understanding can be used to motivate pro-environmental behaviors of employees by tailoring sustainability programs to appeal to different personalities. Employees working in green certified and non-certified restaurants completed a 95-item questionnaire measuring environmental attitude, personal conservation behavior, on-the-job environmental behavior, personality, and demographics. Data collection was completed using three methods: on-site, mailed questionnaires, and online. A total of 229 questionnaires were completed. A significant relationship existed between personality and environmentalism. Specifically, personality was a significant predictor of environmental attitude, personal conservation behavior, and on-the-job environmental behavior. Employees working in green certified restaurant operations had significantly higher levels of agreeableness, conscientiousness, extraversion, openness, environmental attitude, personal conservation behavior, and on-the-job environmental behavior and lower levels of neuroticism than employees working in non-certified restaurant operations. Findings from this study contribute to understanding the factors that impact environmental behavior. Potential environmental champions can be identified by their personality traits and encourage other employees to perform green practices. Furthermore, recruitment of employees exhibiting these pro-environmental traits could increase environmental performance in restaurant operations. Additionally, training and educational programs could be formatted based on the differences among personality traits to elicit pro-environmental behaviors of employees.
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梁至昇. "Chain Restaurant Employees’ Psychological Characteristics Influence on Job Performance¬¬－ Effectiveness of employee training and job involvement as mediators". Thesis, 2013. http://ndltd.ncl.edu.tw/handle/ppdk77.
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碩士國立彰化師範大學
商業教育學系
101
In recent years, people began to pay attention to diet quality and brand, the chain restaurant industry became an important part of the overall economy, closely associated with the economic boom, in addition to spur the development of related industries, and the development of the national economy as a whole, also plays a very important role to manage the management style of the center of gravity for the characteristics of the chain restaurant industry, a sound management system is the Business Council for Sustainable development of future trends. The purpose of this study was to explore the relatonships among employee psychological characteristics of the chain restaurant industry personnel, the effectiveness of employee training, job involvement and job performance relations for the chain restaurant industry as a reference for management decisions. The research method was mainly based on a questionnaire survey for the employees of the chain restaurant industry. In addition to the convenience sampling, questionnaires through Taichung, Changhua District of chain restaurants and fast food , a total of 400 questionnaires were sent, and 325 valid returns and with 81.25% return rate. This study developedseven research hypotheses, using the SPSS software for statistical analysis, statistical methods were summarized as follows: 1. Descriptive statistical analysis; 2. reliability analysis; 3. correlation analysis e; 4. Stepwise regression analysis. The results showed that: 1.employees' psychological characteristics of the effectiveness of employee training, job involvement and job performance had a positive impact; 2.effectiveness of employee training had a positive impact on job performance; 3.job involvement had a positive impact on job performance; 4.effectiveness of employee training and job involvement of employees' psychological traits and job performance was partially mediated. Based upon the results and conclusions, this study provided some recommendations for the reference direction of the chain restaurant industry industry human resources management system and further study.
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Pantaleo, Katherine. "Serving Up Crime: A Social Learning Perspective of Employee Deviance in Restaurants". Thesis, 2011. http://hdl.handle.net/2069/456.
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This study sought to examine the relationship between employee deviance within
restaurants and the components of social learning theory. The behaviors examined in this research were based on the research of Robinson and Bennett (1995, 2000) who defined
employee deviance as two different categories of behavior – one directed against the organization (organizational deviance, production deviance, and property deviance), and the other directed against coworkers (interpersonal deviance).
While the literature on employee deviance in restaurants is limited, very few
studies take into account more than one type of deviant behavior. In addition, some
studies suggest that social learning theory may play a role, but few, if any, studies have examined the relationship between this theory and the types of deviance that are
prevalent in the restaurant industry. Therefore, the current study was one of the first examinations of the process of social learning within the restaurant industry, making a contribution to the literature on social learning theory and employee deviance in restaurants.
This dissertation used a survey methodology to understand the extent of involvement in deviant behavior by restaurant employees, their coworkers’ involvement in a number of deviant behaviors, the perceived reaction of managers and coworkers to these behaviors, and individual attitudes and perceived attitudes of coworkers of deviance
in the restaurant. The survey was administered via the Internet to a random sample of college students. Only those with experience in the restaurant industry were able to participate in the study.
The results from this study suggest that while employee deviance occurs in the
restaurant industry, it is not prevalent. Although restaurant employees may be involved
in certain types of deviance more than others, they are not deviant often. In addition, only two of the measures of social learning, “imitation” and “definitions”, were
significant in explaining increased involvement in employee deviance. This indicated that these two components help to understand employee deviance in restaurants more than the other social learning components.Dr. Jamie Martin Dr. Jennifer Roberts Dr. Erika Frenzel Dr. Timothy Austin
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Li, Fang-Chin y 李方晴. "The influence of the smile and whether wear glasses of restaurant employees on customer emotional, employee professionalism, and customer satifaction". Thesis, 2016. http://ndltd.ncl.edu.tw/handle/47649960464617426747.
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碩士國立臺灣師範大學
運動休閒與餐旅管理研究所
104
This study was designed to know the influence of the smile and whether wearing glasses of restaurant employees on customer emotional, employee professionalism, and customer satisfaction. Experimental Method was used in this study. The study was designed by 3×2 factors. There were 6 fictitious scenarios of the questionnaires which were sent to students that visited restaurant within three months. There were 480 questionnaires sent out, and 445 valid questionnaires were collected, the questionnaires effective rate is 92.7%. Data was analyzed by SPSS 22.0, including descriptive statistics、correlation analysis、analysis of variance、multivariate analysis of variance and hierarchical regression analysis. The results indicated that, first, when the employee had chuckle and no wearing glasses, customer had better emotion than the employee had grin and wearing glasses、no smile and wearing glasses. Second, when the employee had chuckle and no wearing glasses, employee received better perception of her professionalism than when the employee had grin and wearing glasses、no smile and wearing glasses. Therefore, for the manager of the restaurant, this study suggested that chuckle and no wearing glasses are good choices for restaurant employees to raise customer satisfaction.