Exploring waiters’ occupational identity and turnover intention: A qualitative study focusing on Michelin-starred restaurants in London

Abstract

Occupational identity is under-researched in the waiting sector, but understanding the occupational framework that relates to employee turnover intention in restaurants is important for enhancing employee retention. The aim of this study is to build better comprehension of waiters’ occupational identities in relation to turnover, concentrating on identifying the factors that influence occupational identity construction, and its consequences, in terms of employee turnover intention. This research applied a qualitative methodology, using 11 detailed interviews with a range of relevant professionals, as well as 3 focus groups of waiters, each with 18 respondents. The majority of the respondents were invited from Michelin-starred restaurants in London, UK. When the qualitative data was analysed, the themes of self-concept, employer branding, reactance stereotype and work interaction emerged, all of which were seen to influence the construction of occupational identity, and impact employee turnover intention. Findings of this study are expected to make theoretical and managerial contributions.