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Skilled workers are crucial for an organization’s success, and managing, retaining and attracting them is vital in long-term. This study aims to explore talent management practices in the Finnish restaurant industry and to align workers' expectations with the real-world experiences of their work to reduce turnover and enhance job satisfaction.

The study adopts a mixed methods approach, including a survey and interviews with workers and managers to gain insights into their expectations and experiences of work. The study considers themes for designing and implementing effective talent management procedures.

This study highlights the importance of employees' experiences of their work conditions, leveraging positive emotions and fair utilization of temporary agency work (TAW). Understanding the different work preferences of generational cohorts and addressing the challenges associated with owner disengagement and TAW can also contribute to attracting and retaining talent in the restaurant industry.

Skilled workers have often been portrayed as targets that need to be managed, with insufficient consideration given to their preferences, needs and expectations. With the findings of this study, companies can establish mutual understanding with their employees and attract diverse talent.

By aligning the “Small is beautiful” and “Bleak house” theories, this study aims to examine how robotic working patterns affect employees’ working life and job satisfaction (JS) in Bangladeshi-owned ethnic minority businesses.

The study uses information from 40 face-to-face interviews of employees from 20 Bangladeshi restaurants in Greater London.

The findings suggest that workers are treated as “robots”, consistent with the “Bleak house” view of small businesses in this segment of the restaurant and hospitality industry. Owners expect employees to perform multiple tasks, to assume many responsibilities, to work long shifts, without any holiday allowances. Consistent with the “Small is beautiful model”, the findings underscore the lack of written employment contracts and the emergence of acute staff shortages.

The findings can inform owner-managers’ decisions to refine their HR strategies and improve the work conditions of employees in ethnic minority-owned restaurants. The “Small is beautiful” model highlights five key interventions for improving ethnic minority business work quality: recruit employees with first preferences for restaurant jobs, introduce flexible work arrangements, formalise work, improve market research and tackle acute staff shortages.

The study contributes novel insights into the small- and medium-sized enterprises (SMEs) and job quality literature by offering new qualitative-based findings on the negative impact of robotic work patterns on work quality and JS in ethnic minority SMEs.

This study aims to investigate the impact of the transformational leadership style on the behaviour of restaurant employees. Also, it was aimed to investigate the effect of transformational leadership on trust and the effect of trust on altruistic intention and organizational commitment.

The study integrates insights from transformational leadership to provide a fresh perspective to advance comparative organizational behaviour research. To test the hypotheses, the authors conduct a multiple analysis with observations from Turkey getting staff in culinary department with a quantitative survey.

This study equips different professional entities in the food and beverage industry with useful, contextualized links between transformational leadership. According to results, the perspective of transformational leadership style affects the concepts of trust, altruistic value and organizational commitment positively. Charisma, moral modelling and individualized consideration had a significant effect on trust. Also, trust has a significant effect on altruistic intention and organizational commitment.

The present study incorporated confidence as a mediating variable; however, it is recommended that alternative scales be used in subsequent research endeavours. Future research endeavours may incorporate theoretical frameworks such as theory of planned behaviour or stimulus-organism-response.

Transformational leadership style is a good acquisition for restaurant employees. There is a healthier and safer job sharing in these restaurants. This can be interpreted as a more satisfied customer. A good leader has a great contribution to the future and sustainability of the business.

This research created a new model and examined employees’ views on the company and its management. As a result of the analysis, it was determined that charisma, moral modelling and individualized consideration had a significant effect on trust.

This assists in learning better service quality developing and business practices to augment culinary staff, thereby maximizing their valuable contributions to tourism growth. This research created a new model and examined employees’ views on the company and its management.

This study aims to analyze workplace ostracism, robot anthropomorphism, employees’ readiness to change and employees’ service adaptive behavior. The moderating role of performance efficacy between employees’ readiness and service adaptive behavior was also assessed.

Data were collected from 591 restaurant employees in Malaysia. The data were analyzed using partial least squares-structural equation modeling.

Workplace ostracism and robot anthropomorphism positively influence employees’ readiness to change and service-adaptive behavior. Employees’ readiness to change mediates the relationship between ostracism, robot anthropomorphism and service-adaptive behavior.

This study provides an exclusively applied understanding of robot anthropomorphism and service employee adaptive behavior. In addition to restaurant employees’ readiness to change and collaborate with service robots, a longitudinal study can be conducted to track the advancement of restaurant employees’ technology adaptive behavior over an extended area.

Service robots have mainly been assessed from consumer perspectives in the hospitality industry. This research used the conservation of resources theory to evaluate the human–computer interaction of service robots and restaurant employees. Organizational and individual factors were considered to assess the impact on employees’ service adaptability.

This study aims to investigate the effects of workplace racial discrimination among Asian American (AA) employees in the restaurant industry and examines what kinds of employee coping responses can mitigate its detrimental effects on their work behaviors.

This paper uses an exploratory sequential mixed-methods approach, starting with a qualitative study using the critical incident technique followed by a quantitative between-subjects experiment to examine the impact of employee coping responses to racial discrimination on employee competence and work quality of life (WQOL).

The study reveals that customer-perpetrated racial discrimination is the most common form of racial discrimination that AA employees face in the restaurant industry. In addition, confrontation is the most effective coping strategy to increase employee’s self-competence. Also, the severity of discrimination moderates the effect of coping strategies on employee’s self-competence. Employees’ self-competence mediates the relationship between their response strategy against discrimination and their WQOL.

The findings of this study suggest that confrontation is an effective coping strategy for targeted employees, compared to support-seeking or avoidance. Confrontation was perceived as competent, compared to other coping strategies, and in turn, enhanced WQOL.

This study expands the scope of racial discrimination research in the hospitality literature for the growing diversified hospitality workforce. In addition, this study provides practical insights into competent ways of coping with racial discrimination.

This study aims to validate the impact of waiting staff’s attitudes, subjective norms, and perceived behavioural control on customer dissuasion from over-ordering and identify their antecedents using an extended theory of planned behaviour.

We selected three categories of restaurants (30 in total, including fine dining, casual dining, and fast food) in Macao and Zhuhai (China) for conducting the survey using a purposive sampling approach. The respondents were waiting staff who took customers’ orders in the past three months. In total, 393 valid responses were used for a structural-equation-modelling analysis.

The results show that restaurant waiting staff’s attitudes, subjective norms, and perceived behavioural control have positive effects on their intention to dissuade customers from over-ordering. Our study further reveals that perceived behavioural control is far more influential than attitudes and subjective norms on restaurant employees’ intentions to intervene with over-ordering. We also validate seven antecedents, including environmental concern and communication for attitudes, peer influence, supervisor influence, and organisational support for subjective norms, and self-efficacy and training for perceived behavioural control.

The food-waste literature tends to focus on consumers in home and restaurant settings and has paid scarce attention to the role of restaurant waiting staff in intervening in consumers’ waste behaviours. We fill in this research gap by revealing a formation mechanism for waiting staff’s intention to dissuade over-ordering.

In this study, the authors develop a path model and investigate the effect of pandemic-oriented customer mistreatment on service sabotage through the lens of self-presentation theory. Moreover, the authors question the role of service climate as a moderator of the relationship between service sabotage and service performance.

Data were collected via a survey of 165 F&B frontline employees in restaurants in Iran. The hypotheses are examined using confirmatory factor analysis, structural equation modeling and ordinary least squares regression.

The findings reveal that POCM has a substantial and positive effect on service sabotage, and service climate mitigates the effect of service sabotage on service performance.

The study introduces and conceptually defines the term POCM. Furthermore, the authors apply the self-presentation theory as the overarching theory to explain underlying conditions in customer mistreatment and service sabotage. Moreover, although prior literature has described the saboteur–customer relationship as a one-line interaction, this study contributes to employee sabotage as a multi-linear transaction.

In this study, the authors identify new perspectives on the dark side of hospitality services in crises, such as the COVID-19 pandemic. The authors argue that pandemic-induced changes are essential not simply because they change customers’ moods and lower their patience threshold, but they further provoke ostentatious behaviors in saboteur–customer relations. These findings shed new light on the literature and provide managerial implications for enhancing hospitality performance.

Online food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the promise of flexibility and independence. To this end, the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings.

The authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content analysis to examine reviews of Uber Eats online food ordering company shared by food delivery riders on an online platform.

The results of this study include seven main themes: “earning,” “customers,” “orders,” “tips,” “car,” “flexible schedule” and “app” (navigation). Positive concepts are associated with “earning,” “orders,” “tips” and “flexible schedule.” Negative themes are linked to the “app” (navigation), “car” and “customers.”

Management should consider online reviews as employees’ opinions and voices. Specifically, management should provide financial support to employees for car maintenance, offer insurance for income stability and arrange training programs to enable them to use several tip-enhancing behaviors.

No research has been conducted using online reviews from an employment search engine to investigate employees’ experiences of online food delivery. To the best of the authors’ knowledge, this study is one of the first attempts using user-generated content from an employment search engine to explore employees’ experiences.

This study aims to examine the sequential effects of work–personal conflict (WPC) and work environment (WE) on turnover intention (TI) with a focus on generational differences in the restaurant context.

To test the two-model approach, this study uses a moderated mediation analysis based on developed scenarios for survey questionnaires completion by participants.

The results found that WE and personal–work conflict each have a unique sequential effect on TI. However, younger generations perceived external conflicts to affect their personal lives more than older generations. For older generations, external conflict affecting personal life had caused higher intentions to quit their jobs.

The study provides the unique contribution of studying the sequential effects of WPC and WE on TI. Furthermore, this study helps to fill the gap of generational research by testing generational perceptions of these relationships.

This study aims to investigate the impact of perceived subtle and overt discrimination on employees’ emotional exhaustion, along with potential mitigating factors such as social support, organizational inclusion and religiosity.

The research is based on a sample of 359 Muslim employees working in US restaurants. The data are analyzed using fuzzy-set Qualitative Comparative Techniques.

The results reveal that high/low emotional exhaustion in tourism and hospitality sector is triggered by multiple combinations of high/low levels of subtle and overt discrimination, family and friends support and religiosity. Such findings hold important implications to both theory and practice.

By using fuzzy-set Qualitative Comparative Analysis, this research stands out from studies on discrimination that use conventional statistical methods. It proposes several solutions leading to a single outcome (high/low emotional exhaustion). This new approach contributes to the advancement of theory in this context.

This study shows that there is no single best solution for high/low emotional exhaustion. Stated differently, multiple solutions provide several ways for firms to mitigate employees’ emotional exhaustion.

Religious discrimination in workplaces is increasing at an alarming rate, particularly in customer facing roles, such as the tourism and hospitality industry. This is having detrimental effects on employees from minority groups, often leading to excessive levels of emotional exhaustion. Nonetheless, the extant literature has somewhat understated the consequences of this issue, creating a void that needs to be fulfilled. This study addresses this gap.