Taking the High Road ~ Case Study Research
By The Restaurant Opportunities Centers United and Dr. Rosemary Batt, Ph.D. Cornell University ILR School January 2012
Methodology
This report is based on focus groups and interviews of employers, managers, and workers from 33
restaurants in eight U.S. cities that present a broad array of experiences in terms of size, age, segment,
cuisine, and employment practices. Focus groups answered questions about turnover costs, worker
productivity, job quality, challenges and obstacles, and employment practices. Nine restaurants were
selected for “high-road” case studies that exhibited strong employment practices.
The High Road
Employers defined the “high road” as employment practices that support workers and unleash their
loyalty, creativity, and productivity to make the restaurant successful. While specific practices varied,
these “high-road” policies fell into the following three areas: providing livable wages; maintaining a
healthy workplace through paid sick days, vacation, or health insurance; and creating career ladders
for employees. High-road employers emphasized that the benefits of increased productivity of invested
long-term workers and the reduced cost of employee turnover outweigh the short-term costs of highroad
practices.