Factors influencing the tipping propensity of restaurant customers

Journal of Retailing and Consumer Services

Volumn 6, Issue 1, 1999, Pages 27-37

  Ineson, Elizabeth M ^a   Martin, Adrian J ^b  

^a MANCHESTER METROPOLITAN UNIVERSITY   (United Kingdom)

^b Best Western Consortium   (United Kingdom)

Author keywords

Customers; Service restaurants; Tipping

Indexed keywords

EID: 0040366191     PISSN: 09696989     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0969-6989(98)00003-4     Document Type: Article

References (39)

1. Barrington, M., Olsen, M., 1987. Concept of service in the hospitality industry. International Journal of Hospitality Management 6(3), 131-138.
2. Benton, N., 1990. Cross my palm. Business Traveller 28-29.
3. Bowey, M., 1974. Sociology of Organisations. Macmillan, London.
4. Brown, N., Rolle, S., 1991. Tips versus service charges: the Iowa scene. The Cornell Hotel and Restaurant Administration Quarterly 32(1), 74-81.
5. Butler, S., Skipper, J.K., 1980. Waitressing. Vulnerability and job autonomy: The case of the risky tip. Sociology of Work and Occupations 7(4), 487-502.
6. Butler, S.R., Snizek, W.I., 1978. The waitress-diner relationship. A multivariate approach to the study of subordinate influences. Sociology of Work and Occupations 3(2), 207-222.
7. Campbell, D., 1988. Tipping the industry's most taboo subject, Caterer and Hotelkeeper 7(1), 16.
8. Casado, M., 1994. Food and Beverage Service Manual. Wiley, London, p. 16.
9. Dahmer, S., Kahl, K., 1988. The Waiter and Waitress Training Manual, 3rd ed. Van Nostrand Reinhold Ltd, New York, 2-3.
10. Economic Development Committee for Hotels and Catering, 1968. Tipping. Which? 184-187.
11. Fuller, J., Currie, A.J., 1966. The Waiter. Barrie and Rockcliffe, London.
12. Gardner, K., Wood, R., 1991. Theatricality in food service work. International Journal of Hospitality Management 10(3), 267-278.
13. Hotel and Catering Economic Development Committee, 1969. Staff Turnover. HMSO, London.
14. Ineson, E., Brown, S., 1992. The use of biodata for hotel employee selection. Journal of Contemporary Hospitality Management 4(2), 8-12.
15. Kissan, 1996. Food and Drink. BBC2 Television, 23 January, London, UK.
16. Krathwohl, D., Bloom, B., Masia, B., 1964. Taxonomy of Educational Objectives, the Classification of Educational Goals: Handbook 2 Affective Domain. Longman, London.
17. Kotas, R., 1970. Labour Costs in Restaurants. Intertext, London.
18. Liljander, V., Strandvik, T., 1993. Estimating zones of tolerance in perceived quality and perceived service value. International Journal of Service Industries Management 4(2), 6-28.
19. Lindsay, P., Norman, D., 1979. Human Information Processing: An Introduction to Psychology, Academic Press Inc, London.
20. Low, S., 1994. Tips for Success. Business Traveller 59-60.
21. Lucas, R., 1991. Remuneration practice in a wages council sector: some empirical observations in hotels. Industrial Relations journal 22(4), 273-285.
22. Lucas, R., 1995. Managing Employee Relations in the Hotel and Catering Industry. Cassell, London, p. 108.
23. Mars, G., Nicod, M., 1984. The World of Waiters. Allen and Unwin, London
24. Martin, A., 1994. Extracts from work experience: observations and discussions whilst in employment at a large London Hotel.
25. Mitchell, B., 1989. Biodata: using employment application to screen new hires. The Cornell Hotel and Restaurant Administration Quarterly 29(4), 51-61.
26. Nailon, P., 1978. Tipping: a behavioural review. HCIMA Review 2(4), 231-243.
27. National Readership Survey, 1991-2. Joint Industry Committee for National Readership Survey. Research Services Ltd., London.
28. Norusis, M., 1993. SPSS for Windows Professional statistics Version 6.0. SPSS Inc, Chicago.
29. Oppenheim, A., 1986. Questionnaire Design and Attitude Measurement Heinemann, London.
30. Oxford English Dictionary, 1989. 2nd. ed. Clarendon Press, Oxford.
31. Parasuraman, A., Zeithaml, V., Berry, L., 1988. SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1), 12-40.
32. Saleh, F., Ryan, C., 1991. Analysing service quality in the hospitality industry using the SERVQUAL model Service. Industries Journal 11(3), 324-345.
33. Senior Inspector, Inland Revenue, 1995. Somerset House in telephone interview, 16th August.
34. Sparrow, J., Ingold, T., Huyton, J., Baker, J., 1992. Experienced staff and tailoring food service. International Journal of Contemporary Hospitality Management 4(1), 4-10.
35. Themen, K., 1996. An evaluation and comparison of management and employee perceptions of tipping, and the effects on the management-employee relationship. MSc Dissertation, The Manchester Metropolitan University.
36. Wanhill, S., 1994. The economics of restaurant fraud. International Journal of Hospitality Management 13(30), 265-273.
37. Williams, H.B., 1975. Wages and tips in hotels and motels. Monthly Labor Review 60-62.
38. Wingate-Friedrichs, 1996. Food and Drink. BBC2 Television, 23rd January, London, UK.
39. Zeithaml, V., Berry, S., Parasuraman, A., 1991. The nature and determinants of customer expectations of service working paper. Report No. 91-113, Marketing Science Institute, Cambridge, MA, May.