Hourly Employee Retention Factors in the Quick Service Restaurant Industry

Abstract

Hourly employee retention in the quick service restaurant industry has long been a major area of concern for both operators and multi-unit restaurant decision makers. While numerous studies concentrated on managers’ perceptions on why employees leave, few have explored the employees’ perceptions on employment characteristics that kept them from changing jobs. The study employed a self-administered questionnaire and asked 233 quick service restaurant employees in the Midwestern region of the United States to rate the importance of and their experience with 20 employment characteristics of their job. The findings revealed that the most important employment characteristics were nice people to work with, humane approach to employees, and hourly wages. In addition, the study showed statistically significant differences between the level of importance and the level of experience attached to 18 out of 20 employment characteristics, which could explain the high turnover and low retention of employees in the industry. Implications for management are discussed. © 2004, Taylor & Francis Group, LLC. All rights reserved.