Abstract
Keywords Working model; Employee performance; Customer service. Abstract There are many factors that influence how employees perform and this study focused on the working models. The type of a working model that an employee has access to (either by choice or default), has an impact on how they perform their job. This study was conducted at a South African bakery with the aim of evaluating the impact of a working model on employee performance. A mixed methods approach was adopted, where observations were conducted at the company's premises to notice and identify differences in customer queues, and employees' performance when the company expanded, and the company's top management was interviewed after the observations. Furthermore, 200 questionnaires were distributed to customers where 186 responses were received and showed a positive correlation between employee performance and customer service and satisfaction. Findings and the recommendation to use a rotational shift working model to improve employee performance proved that working models do affect employee performance. For future research, it is recommended to use other SERVQUAL tool constructs, and the use of larger sample sizes, different geographical locations, and various sectors to widen the generalization of the study findings related to employee performance as affected by working models.