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As the number of part-time employees continually increases in the United States, it is critical to know how employment status affects employees' attitudes and behaviors for organizational success as the employee plays the key role in the delivery of quality guest service and customer retention. The main goal of this study was to investigate the moderating effect of work status on the relationship between organizational and supervisor support, organizational commitment, citizen behaviors, and employee performance. Nearly 300 employees working in the restaurant industry were asked to participate in this study. Structural equation modeling was conducted to examine the four hypotheses proposed to investigate the objectives. The results indicate that there are stronger effects on employees' commitment and organizational commitment on citizenship behaviors among part-time employees than full-time workers. This finding implies that part-time employees should not be treated as perishable workers.

As the interaction between the service provider and guest is at the core of the service experience, this study emphasizes the important role of managing behavior and emotions in the delivery of quality service. This study attempts to identify strategies used by hotels as they assist their employees in dealing with the realities of emotional labor.

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