Mechanism for Work Motivation of Non-Regular Employees to Achieve Business Results in Service Chains:

Abstract

Work motivation has become an important issue. due to changes in the economic environment, such as the decreased labor force in Japan. The domestic labor market, especially the food and beverage industry, continues to be characterized by the dominance of job-seekers, due to the human labor shortage. In this study, we modeled a store management method for non-regular employees in restaurant chains, which enhances work motivation to achieve business results. Specifically, the model showed the influence of two factors, wages and human relations, on service behaviors and business performance. Furthermore, the model was verified by administering a questionnaire survey to non-regular employees of the three restaurants and the data analyzed with covariance structure analysis. As a result, the authors have three findings. First, work motivation for non-regular employees in the restaurant chains affects service behavior and performance. Second, working motivations are influenced more by human relationships than working conditions. Third, the recognition that working conditions and human relationships interact with each other. The model was presented to the manager of a restaurant, and a discussion was engaged with reference to the feedback.

Keywords

• covariance structure analysis
• service profit chain
• store management model