An Exploratory Case Study of Factors That Impact the Turnover Intentions and Job Satisfaction of Multi-Unit Managers in the Casual Theme Segment of the U.S. Restaurant Industry

Abstract

Multi-unit restaurants or “chain” restaurants represent the largest portion of the $537 billion U.S. foodservice industry (NRA, 2007). Turnover is the most serious issue facing these employers today; operators have consistently identified recruiting and retaining employees as their number one challenge. There is a need to identify the factors that impact turnover for a multi-unit manager (MUM) so employers can respond appropriately. Additionally, turnover factors must be identified in order to be able to develop human resources practices and policies that can help to prevent MUM turnover. This study investigated the factors that impact the turnover intentions and job satisfaction for MUMs in the U.S. casual restaurant. A survey was distributed to MUMs during their annual conference. The results indicated that MUMs needed training in the areas of human resources management, employee development, and leaders skills.

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