The Attributes and Attitudes of Multiunit Managers in a National Quick-Service Restaurant Firm

Abstract

The authors report the results of a large empirical study which identified the attitudes and perceptions of three levels of chain restaurant managers from a single, national quick-service restaurant company. The study specifically investigated the degree to which the views of each discrete level of management differed in regard to the skills required of a competent multiunit manager (area supervisor). In earlier studies by Umbreit and Tomlin (1986) and Umbreit and Smith (1991) have proposed a model based on groups of activities and five managerial dimensions (financial management, restaurant operations, marketing and promotions management, facilities and safety management, and human resource management). Their model is tested by this investigation. Significant differences among the three levels of management regarding the role of the area supervisor were found. The results lead to suggestions for future training and multiunit management development, and a call for follow-up research.