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This chapter aims to (1) examine the effect of full-time employees’ STARA awareness on innovative work behavioural intentions in US casual dining restaurants; (2) investigate the mediating roles of employees’ challenge–hindrance appraisals of STARA awareness on the relationship between their STARA awareness and innovative work behavioural intentions; (3) compare the group differences between management employees and non-management employees; and (4) provide recommendations for the casual dining restaurants.

This chapter employed an online survey to collect data from 609 full-time employees in US casual dining restaurants, including 306 management employees and 303 non-management employees. Partial least squares–structural equation modelling was applied for data analysis. The results reveal that the high levels of employees’ STARA awareness raise innovative work behavioural intentions through the mediations of challenge appraisal of STARA awareness.

The proposed conceptual framework and empirical findings in this chapter enrich the literature of cognitive appraisal theory, transactional model and stress, two-dimensional stressor framework, and person-environment fit theory. Employees’ challenge appraisal of STARA awareness makes the job insecurity stressor to drive innovative work behavioural intentions. As STARA adoption deepens in casual dining restaurants, managers need to be aware of full-time employees’ stress and psychological responses towards STARA adoption. Restaurants are suggested to provide employees with adequate resources and support to help employees’ professional competency growth. The capable employees will appraise the job insecurity stressor induced by STARA adoption as an opportunity and be motivated to perform innovatively in the workplace. The casual dining restaurants may enjoy a competitive advantage in the market through value-added innovative activities.

Purpose – The chapter explores how gendered division of labor shapes gender hierarchal relationships, inequality, social mobility, and labor solidarity of women and men workers in the small-scale restaurant industry in China.

Methodological approach – Thirty-four interviews with restaurant workers were conducted and a survey was taken.

Findings – Small-scale restaurants in China are patriarchal in structure that symbolizes a familial hegemonic regime. Labor is divided by gender, age and, to some extent, class with women concentrated in the lower positions. Most restaurant workers are young migrant women who come to the city to work before marrying and having children. Restaurant work is arduous: the hours are long and the wages are low. Women workers do not advance beyond the position of server, while men make use of social contacts and advance in status and wages. Because of kinship and village ties as well as divisions by age and gender, class solidarity cannot be achieved.

Value of the study – The chapter focuses on a topic that has been little studied. It furthers an understanding of intersectionality and inequality among food service workers in the context of China.

Purpose: This chapter considers talent management in ‘situ’, at a time of unprecedented disruption, and identifies implications for practice and study.

Methodology/approach: We compare normative advice from the talent management literature with publicly available accounts of talent management strategies employed during the Covid-19 pandemic. We also include perceptions of employees from publicly available reviews (Glassdoor, 2020a), and a brief personal account.

Findings: Hospitality and tourism organisations are encountering unprecedented pressures for change, primarily due to Covid-19 as well as the sustainability and social justice movements. We identify three organisational responses to the pandemic – closing/contracting operations, consolidating around areas of strength, and creatively pivoting in new directions. Innovations in talent management were found to vary accordingly, including: humane downsizing and pay cuts; training and development (for managers and front-line employees, including in emotional intelligence, resilience, and delivering service excellence online); new talent acquisition, through new programmes, structures, roles, and partnerships; an enhanced employee value proposition, including safe and fun work environments, as well as improved pay and benefits; commitments to social equity and sustainability; courageous, creative, and resilient leadership; and effective communication. Despite these innovations, employee reviews suggest that top performing organisations continue to fall short on work–life balance, un-social working hours, inadequate compensation, and poor-quality managers.

Practical implications: Ever increasing business complexity requires skilled senior managers in multiple domains, and empowered, decentralised unit-level managerial and owner competence (with skills in emotional intelligence, collaboration, and negotiation). Front-line employees, capable of delivering excellence in customer service (despite disrupted circumstances), are more essential than ever. Successful enterprises, both now and in the future, will undoubtedly be those that prioritise talent, throughout all levels of organisation.

Research limitations/implications: Future research should undertake a more comprehensive investigation of talent management strategies employed (including from small business owners), as well as employee perceptions of their effectiveness (considering socio-economic differences as well as gender and race). Research is also needed with respect to the perceived value of organisational commitments to sustainability and social justice initiatives.

Originality/value: This chapter uniquely considers talent management at a time of crisis. Methodologically, it uses publicly available data of employee perceptions of their employers.

Purpose: The purpose of this chapter is to review and critically evaluate robots, artificial intelligence and service automation (RAISA) applications in the restaurant industry to educate professors, graduate students, and industry professionals.

Design/methodology/approach: This chapter is a survey of applications of RAISA in restaurants. The chapter is based on the review of professional and peer-reviewed academic literature, and the industry insight section was prepared based on a 50-minute interview with Mr. Juan Higueros, Chief Operations Officer of Bear Robotics.

Findings: Various case studies presented in this chapter illustrate numerous possibilities for automation: from automating a specific function to complete automation of the front of the house (e.g., Eatsa) or back of the house (e.g., Spyce robotic kitchen). The restaurant industry has already adopted chatbots; voice-activated and biometric technologies; robots as hosts, food runners, chefs, and bartenders; tableside ordering; conveyors; and robotic food delivery.

Practical implications: The chapter presents professors and students with a detailed overview of RAISA in the restaurant industry that will be useful for educational and research purposes. Restaurant owners and managers may also benefit from reading this chapter as they will learn about the current state of technology and opportunities for RAISA implementation.

Originality/value: To the best of the authors’ knowledge, this chapter presents the first systematic and in-depth review of RAISA technologies in the restaurant industry.

Introduction: Considering the facts that hospitality employees belong to the category of low paid workers, tips are an important source of their incomes. It is very important to determine the nature of the relationship between dependence on tips among hotel employees on their job satisfaction due to the possible influence on their turnover intentions. Aim: The aim of this chapter was to investigate the relationship between job satisfaction, the dependence on tips and turnover intentions among hotel employees. Method: Data were collected during spring 2020 in the hotels on the territory of the Republic of Serbia. A total of 213 employees from different departments were included in the research. Findings: Correlation analysis showed that there is a small negative correlation between job satisfaction and turnover intentions. Significant medium correlation is calculated between dependence on tips and turnover intentions. Significant negative correlation exists between job satisfaction and dependence on tips.

Introduction: Human resource management (HRM) is going through a transformation phase due to the pandemic. The COVID-19 crisis compelled the employees to work virtually. To mitigate the effects of COVID-19, several organisations heavily invested in artificial intelligence (AI) in the realm of HRM.

Purpose: With limited studies on the paradigm shift in HRM post-pandemic and the role of AI, the study investigates and proposes a conceptual framework for the paradigm shift in HRM practices post-COVID-19 pandemic and the significance of AI. Furthermore, the study investigates the outcomes of the use of AI in HRM for organisations and employees.

Methodology: A comprehensive review of the literature based on the guidelines of Tranfield, Denyer, and Smart (2003) and Crossan and Apaydin (2010) has been followed. A systematic literature review assisted in critically analysing, synthesising, and mapping the extant literature by identifying the broad themes involved.

Findings: COVID-19-related economic disruption has led to a paradigm shift in HRM practices. AI-enabled HRM practices are now centred around remote and contingent workforce management, mindfulness, social capital, increasing employee engagement, reskilling and upskilling towards new competencies, etc. AI is making remote work seamless through smooth recruitment and selection process, onboarding, career and development, tracking and managing the performance, facilitating learning, and talent management. Post-pandemic, AI-powered tools based on data mining (DM), predictive analytics, big data analytics, natural language processing (NLP), intelligent robots, machine learning (ML), virtual (VR)/augmented reality (AR), etc., have paved the way for managing the HRM practices effectively, thereby leading to enhanced organisational performance, employee well-being, automation, and reduced cost.

Purpose – To examine Gerald Mars’ contribution to scholarly understanding of workplace crime by revisiting his seminal work, Cheats at Work, and to explore developments in the forms, patterns, and implications of cheating at work since its publication.

Methodology/approach – This chapter critically reviews Cheats at Work and explores the changing nature of fiddling over time using the analytical framework and four associated occupational categories of workplace crime identified by Mars. The review is based on three main sources: recent scholarly literature on misbehavior, deviance, and employee misconduct; cases from industrial law reports, newspapers, and social media; and the views of informants conveyed directly to the authors.

Findings – The analytical framework that Mars contributed remains useful even if the boundaries of the occupational categories of workplace crime are now more blurred, with some jobs and fiddles spanning categories. Although, technology has changed the nature of fiddling, new forms have emerged as old ones have disappeared.

Social implications – Three decades after publication of Mars's study, it is evident that fiddling remains a normal, albeit covert, activity in many jobs and occupations. His typology continues to be valuable for explaining patterns, forms, and implications of cheating at work.

Originality/value of chapter – Given the growing interest in the forms and implications of misbehavior and workplace resistance, this chapter provides an opportunity for reflection on the enduring salience of Cheats at Work, thirty years after its publication.

The purpose of this chapter is to develop a model of union reform that may help to revitalize the labor movement. Our model presents a path using democracy and militancy to overcome union oligarchy to build stronger unions and a stronger broader movement. We develop a new model of union revitalization by expanding the Voss and Sherman (2000) model from our own experiences and a review of past union revitalization efforts. Democratic and militant strategies are a key to successful reform efforts. Entrenched union leaders tend to oppose such efforts. Reformers must adequately overcome entrenched leader responses to succeed in reforming their unions. We have developed a new conceptual model of union revitalization. Our model should be tested further through in-depth case studies and analysis of reform efforts which have failed or succeeded. Our model presents strategies and tactics for labor activists to revitalize their unions and the labor movement. We present a new model of union revitalization that looks at both internal and external union revitalization. This chapter accumulates evidence across reform efforts throughout the modern history of unions. This comparative and contrasting analysis of the evidence from these efforts is a unique contribution to the field. Further, the resulting model from this review presents a unique focus on the strategies and tactics of reform efforts as well as the interaction between union reform efforts and entrenched leaders. This model provides a path for both future research and practical revitalization efforts.

Purpose – For much of the first half of 2003 world attention was captured by news of a mysterious but deadly virus that was claiming lives in places as distant as Toronto and Beijing. In a matter of months there were around 8,000 infections and over 689 deaths related to severe acute respiratory syndrome (SARS). In my hometown, Toronto, 43 people died of SARS during the outbreaks of 2003.

Approach – This chapter examines issues of class and poverty in emergence of SARS. The chapter begins with a discussion of the political economy of the emergence of SARS, and its relation to the spread of the virus. It then discusses issues of public policy, and particularly neo-liberal cuts to social services and public spending, that set the stage for the SARS outbreak, influenced its impact and contributed to the failures of response in Ontario.

Findings – Through analysis of the lack of social resources available to working people in the province and the prioritizing of corporate, particularly tourism industry, concerns, the chapter illustrates how issues of class underpinned public responses to SARS, exacerbating problems. The chapter concludes by giving attention to the need for social solidarity and community mutual aid.

Contributions to the field – The chapter shows the extent to which neo-liberal governments prioritize business security above the health and social security of workers and reveals some of the ways in which the pressures of capitalist social relations make people ill.

This chapter considers the provocative yet unexplored idea that a relationship exists between the nature by which a union wins recognition from an employer and the collective bargaining outcomes that are produced. Since at least the Ronald Reagan Administration, many trade, service and industrial unions in the United States have deployed alterative means to win recognition. Unions have negotiated a host of neutrality and card-check agreements as alternatives to petitioning for elections under the auspices of the National Labor Relations Board. The use of these diverse organizing mechanisms has been well documented by numerous authors writing in the “union revitalization” genre, but what has not been done is the evaluation of the bargaining outcomes – effects – of different organizing tactics. The critical questions that have not been answered until now are, “What difference does it make how a union wins recognition?” Are the fortunes of newly organized union workers influenced by the way that they are brought into the labor movement? Based on a ten-year review of several successful union organizing cases, the findings from this chapter suggest that the key variable in gaining certification and ultimately a first contract is the ability of the union to leverage power and to do so in a timely manner.