Commitment on Call: An Exploratory Study of Contingent Gig Workers’ Engagement in Cardiff's Food and Beverage SMEs

Gig work has emerged as a significant component of the modern labour market, with an increasing number of individuals participating in the gig economy. This thesis delves into the experiences and factors influencing the engagement of contingent gig workers within small to medium-sized enterprises (SMEs) in the food and beverage sector of the hospitality industry in Cardiff, South Wales. Adopting a qualitative approach to primary data collection, this study analyses factors contributing to contingent gig workers’ engagement.

The findings underscore the importance of a supportive work environment in enhancing engagement among contingent gig workers. These workers valued managers and supervisors who recognised their strengths, provided guidance, and fostered a sense of belonging within the organisation. Correspondingly, owners and managers recognised these factors as key drivers of performance and retention. Effective communication was identified as a critical element, ensuring clarity of expectations and contributing to a positive work environment. The study also sheds light on the various challenges faced by contingent gig workers, such as limited control over working hours and short notice of shift changes. It emphasises the need for SME owners, managers and supervisors to consider workers’ preferences and to offer them, where possible, flexibility in scheduling and autonomy at work. This improves their overall experience and, hence, their retention within the business.

Moreover, this study fills a knowledge gap in academic research on employee engagement within the gig economy and contributes valuable insights to management practice. By exploring contingent gig workers’ engagement in the food and beverage sector, this research provides a deeper understanding of their specific needs and preferences. This knowledge equips organisations to develop informed strategies and policies, fostering a supportive work environment that enhances both worker engagement and organisational productivity by retaining this workforce.