Authors: Pimtong Tavitiyaman; Bruce Tsui; Ray Tak-Yin Hui
Addresses: School of Professional Education and Executive Development, The Hong Kong Polytechnic University, N1208 12/F South Tower, West Kowloon Campus, 9 Hoi Ting Road, Yau Ma Tei, Kowloon, Hong Kong ' School of Professional Education and Executive Development, The Hong Kong Polytechnic University, N1211 12/F South Tower, West Kowloon Campus, 9 Hoi Ting Road, Yau Ma Tei, Kowloon, Hong Kong ' Lee ShauKee School of Business and Administration, The Open University of Hong Kong, 8/F, Block A, Open University of Hong Kong, 30 Good Shepherd Street, Ho Man Tin, Kowloon, Hong Kong
Abstract: When hotel executives implement outsourcing practices in an in-house operation, evaluating the outsource supplier's performance from the employees' perspective is necessary. This study explored the service and food quality at a staff canteen operated by an outsourcing provider and compared the different perceptions of service and food quality based on employees' characteristics of gender, work schedule, position, and frequency of usage. The findings showed that employees rated their perception of canteen environment higher than that of food quality and service quality. Employees' perception of food and service quality has significant differences in work schedule (shift vs. office hour), position (frontline, supervisor, and manager), and frequency of canteen usage. By contrast, employees' perception has no significant differences in gender. To meet employee expectation, the outsourcing provider should regularly improve the food quality in terms of taste, menu choice, and food portion.
Keywords: outsourcing; food operation; employees' perception; Hong Kong.
International Journal of Services, Economics and Management, 2018 Vol.9 No.1, pp.18 - 35
Received: 30 May 2017
Accepted: 18 May 2018
Published online: 09 Oct 2018 *