Jul 31st, 8:30 AM - 9:30 AM
The Management of Part-Time Restaurant Employees: Implications for Service Quality
The UK restaurant sector increasingly relies on part-time rather than full-time employees to provide more flexible and cost-effective operations. This has the potential to compromise service quality. This paper investigates the management of part-time employees and its implications for service quality across twelve Cardiff-based restaurants. To achieve this, a series of in-depth, one-to-one, interviews with restaurant owners/managers and a staff questionnaire survey were used. The findings suggest a lack of understanding by restaurant managers in relation to the needs of part-time employees and their two distinct sub-groups – permanent part-time staff and temporary part-time staff - which impacts on how part-time staff are treated and ultimately on service quality. The paper focuses particularly on contextual and background factors impacting the management of part-time staff which have not been identified in previous research.