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Book part
Publication date: 12 September 2022

Li Ding

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…

Abstract

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.

Details

Global Strategic Management in the Service Industry: A Perspective of the New Era
Type: Book
ISBN: 978-1-80117-081-9

Keywords

Article
Publication date: 20 April 2023

Tung-Ju Wu, Ruo-Xi Zhang and Jia-Min Li

This study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic…

Abstract

Purpose

This study aims to test the relationship between emotional labor and service quality of the frontline employees of Chinese restaurants during the coronavirus disease pandemic (COVID-19). This study further investigated the mediating role of work fatigue (WF) and the moderating role of supervisor–subordinate Guanxi (SSG).

Design/methodology/approach

The authors used a time-lag approach to gather data from a sample of 365 frontline staff members working in Chinese restaurants. All hypotheses were tested using SPSS and AMOS.

Findings

First, restaurant frontline employees’ deep acting was associated with higher service quality, whereas surface acting leads to lower service quality. Second, WF mediated the relationship between emotional labor and service quality. Third, SSG moderated the impact of emotional labor on WF during COVID-19.

Research limitations/implications

All variables measured in this study were self-reported by restaurant frontline employees, which may increase the risk of common-method bias. However, this study enriches the literature on emotional labor, WF and SSG during COVID-19.

Practical implications

COVID-19 has severely affected the hotel, restaurant and catering sector and especially the psychological state and the work performance of frontline employees. Restaurant managers should implement some measures to improve employees’ service quality during COVID-19.

Originality/value

The present findings show that restaurant frontline employees adopted various emotional labor strategies when they were faced with higher than usual job demands and the risk of infection during COVID-19.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 4 October 2011

Ingrid Y. Lin and Karthik Namasivayam

The present study aims to examine the different restaurant tipping systems on perceived fairness, distributive justice, and control from employees' perspective.

4358

Abstract

Purpose

The present study aims to examine the different restaurant tipping systems on perceived fairness, distributive justice, and control from employees' perspective.

Design/methodology/approach

Five different written scenarios of tipping systems were depicted in the present study. A total of 205 restaurant employees were assigned to each of the five groups and responded to a written scenario. Data were collected during the restaurants' briefings. Participants were asked to read the scenario and to fill out a survey instrument. Researchers administered surveys to 12 different casual‐dining, full‐service restaurants.

Findings

Results indicate that when the service charge is added onto customers' bill and onto all tips collected for equal distribution among servers, this enhanced the employees' perception of fairness and distributive justice. Further, the traditional (non‐equal sharing) tipping system of keeping tips all to oneself is perceived as most fair and just to participants. However, in terms of equal sharing of tips, employees perceived sharing among all servers as more fair than the other tipping systems that include back‐of‐the‐house employees.

Research limitations/implications

The current study has a number of limitations. First, researchers had very little control with regard to the accuracy of the procedure due to the use of professional‐oriented sample versus student‐oriented sample. Consequently, some demographic data were missing. Second, as much as the authors would like more back‐of‐the‐house participants, the majority of the participants (94 percent) were front‐line servers of the restaurants. Third, the results of this study can only be generalized to restaurant employees in casual full‐service dining restaurants. Finally, there is limited literature available specifically focusing on employees' preferences of different restaurant tipping systems; as a result consider this study as exploratory research.

Practical implications

In order to satisfy FOH employees, restaurant managers should consider implementing tipping systems that permit front‐line servers to keep all the tips they earn to themselves. In some conditions, it is appropriate to include a service charge – the sample indicated this system as the next best choice.

Originality/value

No research has been done investigating the different restaurant tipping systems and on perceived fairness, distributive justice, and control from employees' perspective in actual restaurant settings using professional‐oriented sample, and including front‐ and back‐of‐the‐house employees.

Details

International Journal of Contemporary Hospitality Management, vol. 23 no. 7
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 19 March 2018

Diego Bufquin, Robin DiPietro, Marissa Orlowski and Charles Partlow

This paper aims to examine the effects of restaurant managers’ warmth and competence on employees’ turnover intentions mediated by job satisfaction and organizational commitment…

1817

Abstract

Purpose

This paper aims to examine the effects of restaurant managers’ warmth and competence on employees’ turnover intentions mediated by job satisfaction and organizational commitment. The study aims to enhance existing literature related to the influence of social perceptions that casual dining restaurant employees may adopt regarding their restaurant managers.

Design/methodology/approach

The data came from 781 employees of a large US-based casual dining restaurant franchise group that owned 43 restaurants. Exploratory and confirmatory factor analyses were performed, followed by multilevel path and post hoc mediation analyses, to assess the effects of the proposed model.

Findings

Results demonstrated that managers’ warmth and competence represented a single factor, instead of two distinct constructs, thus contradicting several sociopsychological studies. Moreover, managers’ warmth and competence had an indirect influence on employees’ turnover intentions through both job satisfaction and organizational commitment.

Practical implications

Knowing that employees develop improved job attitudes and lower turnover intentions when they evaluate their managers as warm and competent individuals, restaurant operators should focus on both of these social characteristics when designing interviewing processes, management training, and performance appraisal programs.

Originality/value

By studying a casual dining restaurant franchise group that operates a single brand, thus minimizing variation in policies and procedures, this paper fulfills an identified need to examine two fundamental social dimensions that people often use in professional settings, and which have not been vastly studied in organizational behavior or hospitality literature.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 3
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 12 December 2016

Meehee Cho, Mark A. Bonn, Su Jin Han and Kyung Hee Lee

This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and…

5178

Abstract

Purpose

This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees.

Design/methodology/approach

Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance.

Findings

Results documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study’s findings, theoretical and practical implications are offered for developing successful employee management strategies.

Practical implications

Results suggest specific practical management implications pertaining to restaurant frontline service employees. This study’s research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions.

Originality/value

The current study’s conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 12
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 22 December 2023

Niko Cajander and Arto Reiman

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

Employee Relations: The International Journal, vol. 46 no. 9
Type: Research Article
ISSN: 0142-5455

Keywords

Article
Publication date: 28 April 2022

Han Chen and Rui Qi

The COVID-19 pandemic intensifies the high turnover rate in the restaurant industry. Applying the conservation of resources (COR) theory, this study aims to examine the factors…

2392

Abstract

Purpose

The COVID-19 pandemic intensifies the high turnover rate in the restaurant industry. Applying the conservation of resources (COR) theory, this study aims to examine the factors influencing US restaurant frontline employees’ organizational and occupational turnover intention with an emphasis on the three-way interactions between job stress, fear of COVID-19 (FC) and resilience.

Design/methodology/approach

A sample of 243 US restaurant frontline employees participated in this study. PROCESS macro was used for hypothesis testing.

Findings

Organizational turnover intention fully mediated the relationship between job stress and restaurant employees’ occupational turnover intention. FC intensified the positive relationship between job stress and organizational turnover intentions. Job stress, FC and resilience interacted to affect restaurant frontline employees’ organizational turnover intention such that when resilience is high, FC strengthened the positive relationship between job stress and organizational turnover intention, and the indirect effect of job stress on occupational turnover intention via organizational turnover intention.

Practical implications

Restaurants should take measures to reduce frontline employees’ fear and continue implementing practices to alleviate job stress during a crisis to reduce employees’ turnover intentions. Training on building employee resilience could also be provided by restaurant operators.

Originality/value

This study added to the limited knowledge of factors that are associated with restaurant employees’ organizational and occupational turnover intentions in the context of a global crisis and expanded the current knowledge of how fear and resilience may impact restaurant employees’ behavioral intentions.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 7
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 13 November 2017

Su Jin Han, Woo Gon Kim and Sora Kang

This study aims to investigate the influence of restaurant manager’s emotional intelligence (EI) and manager support on service employees’ attitudes and performance by applying…

2826

Abstract

Purpose

This study aims to investigate the influence of restaurant manager’s emotional intelligence (EI) and manager support on service employees’ attitudes and performance by applying affective event theory.

Design/methodology/approach

The multi-level research approach incorporates three different levels of analysis: employees’ job satisfaction and service performance; manager’s EI and support; and) restaurant unit level service under pressure. Data were collected from wait staff employed in full-service restaurants in the southeastern region of the USA. This research uses the hierarchical linear model to process the survey data.

Findings

The findings indicate that manager EI and support have a significant impact on employees’ job satisfaction, and further leads to high levels of service performance. The moderating effect of service under pressure between leader’s EI and employees’ job satisfaction is not statistically significant.

Practical implications

Results suggest practical management implications to restaurant managers and frontline service employees. This study’s research findings imply management training and development programs should help managers regulate their own and better understand service employees’ emotions. Findings further highlight the important role manager support has upon employee’s job satisfaction and frontline service performance.

Originality/value

The present study offers a comprehensive perspective to better understand the variation of employees’ job satisfaction that arises from three different sources: between individuals, between teams and between restaurants. The findings also provide new insight into EI scale development.

Details

International Journal of Contemporary Hospitality Management, vol. 29 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Open Access
Article
Publication date: 12 October 2020

Robin B. DiPietro, Kimberly Harris and Dan Jin

The purpose of this study was to investigate restaurant employee behaviors and their likelihood of intervening when witnessing food safety threats.

2023

Abstract

Purpose

The purpose of this study was to investigate restaurant employee behaviors and their likelihood of intervening when witnessing food safety threats.

Design/methodology/approach

A mixed method was used for this study with the focus group interview and survey questionnaire. A total of eight focus groups ranging in number of participants from to 6 to 12 were asked to respond to presented scenarios that depicted restaurant employees committing food safety risk behaviors and threats in the restaurant environment that would present food safety risks such as out-of-stock bathroom supplies, dirty tables in the restaurant dining area, employee personal hygiene issues and unclean production equipment. These participants were also asked to complete a draft of the survey that would later be edited and distributed to the sample population.

Findings

Results suggest that social norms and perceived severity of threats impact the likelihood that restaurant employees will intervene. Implications for academics and practitioners are discussed.

Originality/value

This study was special as it provides a synthetic viewpoint that considers how service organizations can work to do a better job of interviewing employees before starting their jobs about their beliefs and personal practices of food safety at home, their previous work in the restaurant industry and food safety culture that they may have worked in before, as well as increasing the communication in restaurants to build a food safety culture. These practices can help to lower risks to the public regarding food safety and can help to build relationship trust in the brands that we all love to indulge in when dining out.

Details

International Hospitality Review, vol. 34 no. 2
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 27 January 2021

Mark Boccia and Maria Cseh

This study aims to explore how Watkins and Marsick’s learning organization framework was enacted in the practices, structures and policies of non-chain US restaurants.

Abstract

Purpose

This study aims to explore how Watkins and Marsick’s learning organization framework was enacted in the practices, structures and policies of non-chain US restaurants.

Design/methodology/approach

Data from this multiple-site case study were collected from 52 employees in three full-service restaurants from the dimensions of the learning organization questionnaire (DLOQ), focus group interviews, observations and document collection. Data were analyzed using descriptive statistics and constant comparative analysis.

Findings

Interviews elucidated and confirmed DLOQ findings. Pre-shift briefings, managers’ role-modeling and restaurant-generated documentation revealed employees’ tacit learning. Continuously fostered experimentation and knowledge sharing promoted a learning culture. Experimentation differed across restaurants owing to different leadership approaches and organizational cultures.

Research limitations/implications

Future research with subsegments of full-service restaurants having similar leadership approaches and organizational cultures, post COVID-19, and the applicability of the DLOQ to study learning in these types of restaurants both in the USA and in other countries is recommended.

Practical implications

Restaurateurs should capitalize on continuous life and work experiences of employees and codify learning practices by incorporating reflections in learning in pre-shift briefings and by fostering a culture of experimentation and knowledge sharing.

Originality/value

This study contributes to the learning organization literature by providing the first multiple-site case study account of learning practices in non-chain, full-service restaurants.

Details

The Learning Organization, vol. 28 no. 4
Type: Research Article
ISSN: 0969-6474

Keywords

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