Where the workforce is comprised of a core of valued, skilled employees who enjoy security of employment are supplemented by semi-skilled and unskilled operatives working on temporary, casual or other non-standard contracts of employment and who enjoy less favourable terms and conditions.)Most notably, peripheral staff are often employed in “frontline” activities fundamental to the successful delivery of customer service and are, therefore, a key determinant of customer satisfaction (e.g. waiting staff, receptionists, porters and room attendants) (Guerrier & Lockwood, 1989; also, Deery & Jago, 2002).