- Title
- Antecedents to employee engagement in a Selected quick-service chain in South Africa:
- Creator
- Venter, Erasmus Johannes
- Subject
- Fast food restaurants
- Subject
- Restaurants--Employees
- Date Issued
- 2022-04
- Date
- 2022-04
- Type
- Master's theses
- Type
- text
- Identifier
- http://hdl.handle.net/10948/58246
- Identifier
- vital:58781
- Description
- The Quick-Service Restaurant (QSR) industry in South Africa is highly competitive with various local and international brands competing for market share. The importance of a differentiated customer experience is crucial to gain market share in such a competitive marketplace. The most important element of an excellent restaurant experience remains friendly and hospitable staff according to a customer experience survey conducted. It was established that customers’ attitude towards the brand is dependent on the level of engagement and commitment of the restaurant’s employees (Deloitte, 2017a, p.7). In the fight for market share most corporate budgets are focused on digital and customer investments, as is currently the trend globally. Unfortunately this results in inadequate investment in programmes that is focussed on employee engagement and commitment. Employee engagement is still considered a Human Resources (HR) issue by many corporates who fail to realise that employee engagement is a strategic imperative for workplace satisfaction and optimal profit realisation. The study has provided insights into the antecedents to employee engagement specific to the Quick-Service Restaurant (QSR) industry and highlighted the important role of leadership in inspiring employee engagement. The study answered the research questions by conducting a literature review and data analysis by means of descriptive and inferential statistics. It was confirmed that leadership empowering behaviours, organisational and team factors, being customer focussed and organisational interventions and activities have a significant influence on employee engagement. The study further provides a better understanding of the required leadership empowering behaviours that inspires employee engagement. This knowledge can be used to further develop leaders and managers in understanding their roles in creating an environment conducive to higher levels of employee engagement. The findings of the study provided a solution to a management problem and made a contribution to the field of understanding the antecedents to employee engagement in the Quick-Service Restaurant (QSR) industry.
- Description
- Thesis (MA) -- Faculty of Business and Economic science, 2022
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (x, 122 pages)
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Business and Economic science
- Language
- English
- Rights
- Nelson Mandela University
- Rights
- All Rights Reserved
- Rights
- Open Access
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Venter, EJ Confidential.pdf | 2 MB | Adobe Acrobat PDF | View Details Download |