VIDEO CASE
"P.F." Chang's Serves Its Workers Well
Founded in 1993, P.F. Chang's owns and operates over 120 full-service, casual dining Asian bistros and contemporary Chinese diners across the country. P.F. Chang's strives to create an exceptional dining experience for every customer--and that includes a friendly, knowledgeable staff. By treating employees with respect, restaurant managers find that they can expect more from their staffs--and get it. Unlike many hourly restaurant employees, those at P.F. Chang's have the authority to make decisions that benefit customers. Giving employees the freedom to make decisions has had a huge impact on their attitudes and performance. Managers at P.F. Chang's receive extensive training on how to create and nurture a positive attitude among their employees, and all workers receive an employee handbook, which clearly spells out exactly what is expected of them.
1. In what ways does P.F. Chang's create organizational commitment among its workers?
2. How might a manager at P.F. Chang's use the Big Five personality factors to assess whether a candidate for a position on the wait staff would be suitable?