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Item Exploring divergent aspects of middle-of-the-pyramid consumers’ dining experience.(AOSIS, 2019-09-09) Kleinhans, Elna H.; Kleynhans, Carina; Van Heerden, Cornelius H.Orientation: This study seeks to identify the most important dimensions related to restaurant dining among middle-of-the-pyramid consumers. Research purpose: This article aims to determine the expectations of South African middle-of the- pyramid (MOP) consumers during a dining experience. Motivation for the study: To develop an up-market segmentation framework that will assist restaurateurs to reposition themselves to better understand the needs of MOP consumers. Research design, approach and method: Both qualitative and quantitative methods were followed. The sample in the study consisted of 18 interviewees and 363 respondents selected from full-service restaurants in Gauteng Province. Exploratory factor analysis with varimax rotation was used to analyse the dining experience dimension items, and confirmatory factor analysis was performed to achieve the objective of the study. Qualitative data was analysed using a constant comparative method. Confirmed themes and patterns were determined by the frequency with which each was mentioned for similarities, differences and general patterns. Main findings: The results show that on a six-point Likert scale, the commonality between the various dining experience dimensions was relatively high, ranging from 0.377 to 0.768. The dining experience dimension items yielded eight factors that were interpretable. The coefficient alpha varied between 0.69 and 0.92 for all eight dining experience dimensions. The eight underlying dimensions (service, social, food, layout, restaurant health, atmosphere, food health and accessibility) are independent variables that influence MOP consumers in their choice with respect to dining out, but each dining experience dimension has a particular level of importance. Practical/managerial implications: The findings of this research have implications for the restaurant industry. Restaurateurs targeting this MOP customer segment should do so by using a unique marketing mix that applies the eight dimensions identified in this study to this segment’s dining experience. Contribution/value-add: This article offers the South African restaurant service sector increased insight into the South African MOP market segment’s dining behaviour, and proposes and confirms the implications for their expected dining experience dimensionItem Factors impacting employee absenteeism and the managers’ perception of its causes in the hotel industry.(African Journal of Hospitality, Tourism and Leisure, 2020-12-01) Mukwevho, Harriet; Nesamvuni, Alufheli Edgar; Roberson, Joseph RobertThe economic viability and success of a hotel depends on the optimisation of all resources, including Human Resources (HR). Absenteeism is an occurrence that can have a significant negative impact on optimising HR in South African hotels in the Gauteng Province. The objective of this study is to identify the factors that contribute to employee absenteeism, as well as describing the hotel employers’ perceptions of employee absenteeism. A quantitative research approach was followed in this study. A survey questionnaire was developed in order to collect data from 13 establishments, with a 3-star to 5-star grading, in the Gauteng Province. The findings reveal that absenteeism is mainly due to family responsibilities including childcare, other causes identified were strikes, fatigue, transport problem and genuine illness. It is evident from the findings that delivery of quality services can be affected negatively, due to abuse of sick leave and the cost associated with absenteeism. The results of this research project will contribute by creating an awareness of the negative impact that absenteeism has on the hotel and what employers could do to improve employee attendance.