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¶ … Ensuring Adequate Employee Morale in the Fast Food Industry
During the last decade, customer service and employee morale as perceived by the public has steadily declined, most notably within frequented industries such as the fast food industry. The success of corporations is contingent upon their ability to reform and develop more potent employee morale strategies.
Though a variety of customer service strategies exist, none have specifically analyzed key customer service factors related specifically to the fast food industry and franchisees, who are particularly, challenged addressing these issues.
The problem I would like to solve is the low morale and high employee turn over witnessed in local fast food restaurants franchisees such as Subway and McDonalds, which results in poor customer service and lost profits resulting from customer complaints...
Low employee morale is extraordinarily significant; it results in decreased productivity and poor customer service. In an era where competition within the fast food industry is fierce, franchisees stand to lose a great deal of business from customers who are turned off by poor employee performance. These customers also typically spread the word about their poor experiences, and often seek to gain from their experience, whether by acquiring free food coupons or by telling everyone they know about their experience to avoid repeat occurrences. Such "bad press" is likely to result in poor future attendance and repeat business.
Problem
The purpose of this study is to examine the causes for low employee morale in two popular fast food franchisees, and reasons for high turnover. Additionally, this study intends to assess what methods franchisees and owners…
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