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An Exploratory Investigation into Behaviorally Based Success Characteristics of Foodservice Managers

Cornell University, dennis.reynolds{at}cornell.edu

This exploratory study qualitatively examines foodservice managers’ behaviorally based success characteristics as identified through interviews with executives from 17 leading chain-restaurant organizations. In addition, similarities and differences between these success characteristics and what the relevant literature describes as traits common to overall management success are compared. Results of this study suggest that unit-level managers in the chain-restaurant industry must possess a manifold set of characteristics similar to their brethren in nonhospitality fields. However, chain-restaurant managers may be differentiated in terms of an overarching focus on people—both customers and employees—and ethics.

Key Words: success • foodservice management • chain restaurants • human resources

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