Learning and development of staff in a small fast food restaurant

Kaur, Gurjit and Taylor, Beverly (2018) Learning and development of staff in a small fast food restaurant. Applied Management Conference, Hamilton, New Zealand, 23-25 October, 2018.

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Abstract or Summary

The research of this small food business reveals how quality customer service can be improved by introducing various learning and development methods for their employees. The aim of the research is to identify suitable and applicable learning opportunities which will help employees to improve their skills, knowledge, and capabilities in effective customer service, safe food handling skills and health and safety training. Qualitative method is used in the research in which the data is collected by using the observations. In observations, primary data is collected by the experiential research at the workplace and secondary data is collected by benchmarking different methods of training and development of same size or type of businesses accessible from online resources. Secondary data in the literature review explain the importance, need, and benefits of training and development programmes for fast food employees. The key results reveal that various factors noticed in the research are helpful in clearly defining the quality of customer service to the staff. It can be analysed from the results how important it is to provide learning and development opportunities in terms of quality customer service as well as to comply with the law and legislation to maintain food safety standards in the restaurant. The research recommends that online training, on the job training, job rotation and mentoring programmes all contribute to enhancing customer service skills. It makes the staff more productive and committed to the organisation to pass better quality service to the customers.

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:business, customer service, health and safety
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6477
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Deposited On:17 Dec 2018 23:08
Last Modified:17 Dec 2018 23:08

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