The purpose of this article is to determine the role that Quality of
Work Life plays in the perceived service delivery and productivity
of food and beverage employees in Potchefstroom, South Africa.
The questionnaires were distributed at selected food and beverage
establishments, and a total of 224 questionnaires were included in the
statistical analysis. The data analysis consisted of a demographic profile,
a factor analysis and a structural equation model. The results indicated
that job, creativity and aesthetics, actualisation, organisational support
and employee commitment attributes each exert an influence on the
perceived service delivery and productivity of employees. This implies
that food and beverage managers should try to improve the working
conditions of employees as well as provide an appropriate level of
recognition to hardworking employees. Management should consider
the recommendations that are made in terms of the job satisfaction
levels of food and beverage service employees, as they are able to
positively influence organisational performance and success.