Date of Conferral

2023

Degree

Ph.D.

School

Management

Advisor

Katrina Kasztelnik

Abstract

Managers in the restaurant industry continue to struggle with workplace engagement and turnover at a rate of 31.8% greater than other industries. The general problem is that interpersonal relationships between employees and managers is a leading cause of issues related to job turnover and employee engagement. The specific problem is that some hospitality managers lack strategies to establish appealing interpersonal relationships with employees that reduces turnover and improves employee engagement. The purpose of this qualitative critical instance case study was to explore strategies hospitality managers use to establish appealing interpersonal relationships with employees that reduces turnover and improves employee engagement. Guided by the conceptual framework, interpersonal conversations were explored as a methods managers use to improve personal connections with employees. A qualitative critical instance case study design was used to explore the phenomenon. Purposeful sampling was used to identify 10 restaurant managers from a Denver, Colorado restaurant brand who have successfully established personal relationships with employees leading to improved workplace engagement and turnover. Data collection included semi structured interviews, and an analysis plan was used to evaluate the data collected. The results of the study showed that strong communication skills, building relationships in the workplace, and the engagement of the team are strategies hospitality managers use to establish appealing interpersonal relationships with employees that reduces turnover and improves employee engagement. This study contributes to positive social change by providing restaurant managers tools for improving employee engagement and retention in the workplace.

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