High Road 2.0: A National Study of Human Resource Practices, Turnover, and Customer Service in the Restaurant Industry

This study represents the first national employer survey of work and human resource management in the US Restaurant Industry. It documents the range of practices adopted by employers and how those practices affect turnover and employment stability—problems that are endemic across the industry.

We examined management practices and outcomes in four customer segments: fine upscale dining, casual fine dining,moderately priced family restaurants, and fast food/quick service (fast food) restaurants.

High levels of employee turnover are problematic in restaurants serving all four customer segments—leading to higher employee costs and lower service quality and organizational performance. In fact, our survey data demonstrates that better human resource practices can reduce employee turnover almost by half. 

Download the full report here.