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Effect of Server Introduction on Restaurant Tipping1
Abstract
The effect of a server introducing herself by name on restaurant tipping was investigated. Forty-two, 2-person dining parties were randomly assigned to either a name or a no name introduction condition. The use of a buffet brunch reduced contact between server and diners and held bill size constant. Results indicated that having the server introduce herself by name resulted in a significantly higher tipping rate (23.4%) than when the server did not introduce herself by name (15.0%), p < .001. Tipping rate also was affected by method of payment, with diners who charged the meal having a higher rate (22.6%) than those paying cash (15.9%), p < .001. The findings suggest the importance of initial server-diner interactions. Possible alternative explanations and suggestions for future research are provided.
... Studies suggest that the service provider can increase tip amounts by utilizing subtle interpersonal interaction techniques, such that tips are markedly higher when the provider: touches or compliments the patron (Crusco & Wetzel, 1984;Seiter, 2007;Seiter & Dutson, 2007), introduces themselves (Garrity & Degelman, 1990), returns excess change to the patron (Azar, Yosef, & Bar-Eli, 2015), or includes a candy or "thank you" with the bill (Rind & Bordia, 1995, 1996Strohmetz, Rind, Fisher, & Lynn, 2002). Lynn, Jabbour, and Kim (2012) found that tips were higher with more time spent in the restaurant, but only when the bill was relatively small. ...
... While the present study is unable to pinpoint the precise mechanism within reciprocity theory that yields greater tipping due to a lack of qualitative data, both needs for equity and altruistic intentions remain relevant. Based on prior research (Aydin & Acun, 2019;Azar et al., 2015;Garrity & Degelman, 1990;Rind & Bordia, 1995, 1996Strohmetz et al., 2002) that found that tips increased in imbalanced (inequitable) situations that included an introduction, excess change, or a candy or "thank you" on the bill, we hypothesized that after accounting for number of passengers and both day and month travelled, patrons who hail their taxi will tip by a greater percentage than patrons who dispatch taxis by prior arrangement. We refer to our study as exploratory to stress its generation of testable hypotheses using a secondary data source. ...
... Indeed, these results align well with those observed in the context of the service industry. Specifically, tips were higher with longer cab rides and enhanced interactions (Aydin & Acun, 2019), or after receiving a touch or compliment or introduction from waitstaff (Crusco & Wetzel, 1984;Garrity & Degelman, 1990;Seiter & Dutson, 2007), or a candy with the bill (Azar et al., 2015;Rind & Bordia, 1995, 1996. Similarly, prior research showed patrons who spent more time in the restaurant but incurred a small bill could rebalance the perceived inequity by leaving a larger tip (Lynn et al., 2012). ...
The present study evaluated the extent to which reciprocity (equity) theory could explain differential levels of tipping in New York taxi fares. From 2014 to 2017, the database recorded 73 million cab fares; however, only credit transactions (i.e., recording patrons’ tips) were included (28 million fares). Based on a reciprocity hypothesis, patrons in cabs hailed randomly off the street were expected to tip more compared to patrons who arranged travel at a dispatch centre. An analysis of covariance for each of the four years supported this, wherein patrons in hailed cabs tipped twice the percentage (14%) than patrons in dispatched cabs (7%); these results were confirmed using equivalent procedures that assumed neither normality nor variance homogeneity. Several limitations are discussed, as are directions for future research. Keywords: reciprocity, tipping, equity, genuine intention, taxi
... One of the behavioural variables that has the greatest impact on the size of the tip is the size of the bill (Lynn & McCall 2000;Green, Meyerson & Schneider 2003;Saayman & Saayman 2015). Regarding the method of payment, a positive relationship was reported between credit card payment and size of the tip (Garrity & Degelman 1990;Lynn 2006aLynn , 2006b. Alcohol consumption also revealed a positive correlation between it and the size of the tip (Sanchez 2002;Conlin, Lynn & O'Donoghue 2003). ...
... Rind and Strohmetz (2001) found that in sunny weather, diners give larger tips -hence it could be said that weather influences tipping behaviour. In addition, the size of the town or city also has a positive relationship with tips, which implies that people dining in larger cities tend to give more substantial tips (Garrity & Degelman 1990;Rind & Strohmetz 2001;Lynn & Thomas-Heysbert 2003) as well as the location and whether the restaurant is elegant. The aforementioned research collectively indicates that a variety of factors influence tipping behaviour, and while certain factors overlap among diners, there is currently no universal set of variables that explain tipping behaviour. ...
... The following three factors were identified, in order of importance: waiter competence and service, mood and ambience and ethnicity and restaurant setting. Lynn and McCall (2000) also identified mood as having a positive relationship with tipping, while restaurant setting and location were also identified by Garrity and Degelman (1990), Rind and Strohmetz (2001) and Lynn and Thomas-Heybert (2003). Ethnicity was also identified by Harris (1995), Lynn (2004) and Lynn et al. (2008). ...
The literature on dining and tipping behaviour has focused mostly on the United States of America (USA), while minimal research has been conducted in African countries. While there is a negative and grounded perception surrounding black diners being poor tippers in the USA, hardly any research has focused on the dining or tipping behaviour of this dining market from a developing country perspective. The intention of this exploratory research was to fill the current knowledge gap by segmenting black South Africans on the basis of their motives for dining out and to determine the differences in the dining and tipping behaviour of the different segments. To target potential black diners, a visitor survey was conducted at the Cape Town International Jazz Festival. A total of 256 usable questionnaires were returned and included in the analysis. Socialisation, gastronomy enjoyment, lifestyle and escape and status were identified as the four motives for dining out. Based on these motives, different black dining segments were identified and an OSI (Occasionalists, Socialisers and Indulgers) typology of diners proposed. The dining and tipping behaviour of these dining segments are furthermore influenced by several factors, with clear implications for both the server and restaurateurs. The results shed light on the dining and tipping behaviour of black South African diners and showed that this dining market cannot be regarded as bad tippers.
... Given the liking principle of compliance gaining, customers who like, or feel affiliation with, a server should give larger tips than customers who do not feel a connection (Cialdini, 1993). As such, it is not surprising that food servers earn higher tips by smiling (Tidd and Lockard, 1978), introducing themselves (Garrity and Degelman, 1990); using customers' names (Garrity and Degelman, 1990;Seiter et al., 2016;Seiter andWeger, 2013, 2018), moving closer (Davis et al., 1998;Guéguen, and Jacob, 2010;Leodoro and Lynn, 2007;Lynn and Mynier, 1993;Jacob and Guéguen, 2012), and touching customers (Crusco and Wetzel, 1984;Guéguen and Jacob, 2005;Hornik, 1992;Hubbard et al., 2003;Lynn et al., 1998). In addition to these behaviors, immediacy is signaled through increased eye contact (Andersen, 2004), which suggests one possible advantage of memorizing customers' orders. ...
... Given the liking principle of compliance gaining, customers who like, or feel affiliation with, a server should give larger tips than customers who do not feel a connection (Cialdini, 1993). As such, it is not surprising that food servers earn higher tips by smiling (Tidd and Lockard, 1978), introducing themselves (Garrity and Degelman, 1990); using customers' names (Garrity and Degelman, 1990;Seiter et al., 2016;Seiter andWeger, 2013, 2018), moving closer (Davis et al., 1998;Guéguen, and Jacob, 2010;Leodoro and Lynn, 2007;Lynn and Mynier, 1993;Jacob and Guéguen, 2012), and touching customers (Crusco and Wetzel, 1984;Guéguen and Jacob, 2005;Hornik, 1992;Hubbard et al., 2003;Lynn et al., 1998). In addition to these behaviors, immediacy is signaled through increased eye contact (Andersen, 2004), which suggests one possible advantage of memorizing customers' orders. ...
The three experiments presented here examined the effectiveness of restaurant servers who memorize customers’ orders rather than writing orders down. In the experiments, participants viewed videos of simulated server-diner interactions and provided ratings of service quality and expected tip amount. Experiment 1 found no advantage to memorizing orders over writing them down. Experiment 2 found that memorized and correctly delivered entrees resulted in statistically significant increases in customers’ perceptions of service quality and in marginally higher tips. In addition, muddled (versus correct) orders resulted in lower ratings of service quality and dramatically lower anticipated tips. Experiment 3 found that memorizing and muddling complex orders had no effect on perceptions of service quality but led to significantly lower expected tips. The applied and theoretical implications of these results are discussed.
... Past research has documented that restaurant employees can use a wide range of techniques enabling them to increase their tips (Lynn, 2011;Lynn & McCall, 2009). For instance, it has been shown that they get more tips when they introduce themselves by their name (Garrity & Degelman, 1990), when they touch the customers briefly on the shoulder (Lynn, Le, & Sherwyn, 1998) or the forearm (Guéguen & Jacob, 2005) or when they bring a second candy with the bill (Strohmetz, Rind, Fisher, & Lynn, 2002). All these techniques have received considerable interest in the United States context because most servers' wages are based on the tips they receive. ...
... Past studies have indeed shown that practice and feedback are two key ingredients of effective learning (Salas, Tannenbaum, Kraiger, & Smith-Jentsch, 2012;Taylor, Russ-Eft, & Chan, 2005). Roleplays and active discussions were applied precisely for 12 tip-enhancing behaviors: introducing oneself by name (Garrity & Degelman, 1990), repeating the customers' orders (Van Baaren, 2005), smiling (Tidd & Lockard, 1978), complimenting the customer (Seiter, 2007), squatting next to the table (Lynn & Mynier, 1993), standing at a close distance (Jacob & Guéguen, 2012), calling customers by their name (Seiter & Weger, 2013), upselling (Butler & Snizek, 1976), touching the customer (Crusco & Wetzel, 1984), giving a second candy (Strohmetz et al., 2002), drawing on the check (Rind & Bordia, 1996), writing "thank you" on the check (Rind & Bordia, 1995). ...
Previous studies have shown that restaurant employees who use tip-enhancing behaviors such as smiling, introducing oneself by one’s name or writing “thank you” on the bill receive more tips. The aim of this study is to evaluate the impact of a training intervention about tip-enhancing behaviors on the amount of tips received by restaurant employees. The sample of this study comprised 143 employees working in 62 restaurants. Sixty-nine participants took part in the training intervention and 74 were in the control condition. After the training intervention, the amount of tips received by the employees was tracked over 5 days. Results showed that participants who followed the training intervention used more tip-enhancing behaviors than the participants in the control group, that a higher use of tip-enhancing behaviors was related to higher amount of tips and that the effect of the training intervention on the amount of tips was fully mediated by an increase in the use of tip-enhancing behaviors.
... In addition, sometimes the treatment of employees, their communication skills, and even their ways of addressing might overshadow the quality of service. There are studies reporting that personal approaches of employees , their being able to display amiable attitudes or communicate warmly with customers , and their way of addressing to customers (Garrity & Degelman, 1990;Seiter & Weger, 2013) influence the tipping behavior. Moreover, the fact that employees realize that their attitudes and communication skills are influential in tipping behavior bring along their attempts to apply methods for getting higher tips. ...
... Attitudes of employees towards customers can influence the amount of tips. It is known that the way of communication with customers (Garrity & Degelman, 1990;Seiter & Weger, 2013), particularly personalized mode of communication -a thank you note on the bill or a smiling face- (Kinard & Kinard, 2013;Rind & Bordia, 1996;Rind & Strohmetz, 1999) can influence the tipping behavior. Considering that each generation was brought up in different economic conditions and that their behaviors can differ accordingly (Aka, 2017;Chen, 2010), the amounts of tips left by the generations might differ based on the personalization of the bill; hereupon, the following hypothesis can be written. ...
Tip is the monetary amount that consumers voluntarily leave for the quality of the service they get. Whether a tip is left or not, and the amount of the tip left may result from different demographic and characteristic features of consumers. This study was conducted to determine the amount of tip left by the generations based on the personalized bills. Based on three different personalized bill types for a dinner for two people at a mid-quality restaurant, it was attempted to determine whether the costumers left tips or not, and if they did, how much was the amount. The data were gathered based on the quota sampling method in January and February 2018. The total number of the participants – selected from each gender and generation except for the Z generation in equal numbers - reached 414. The data were evaluated by descriptive statistics, chi-square analysis, one and two-way ANOVA. The findings indicated that the amounts of tips were significantly different depending on the generations and the personalized bills.
... A positive correlation between employees introducing themselves by name and larger tips was found by Garrity and Degelman (1990). In their study, only two-person dining parties in a self-service buffet were included in the case study. ...
... The parties in the experimental condition leave tips more often. Therefore, verbal interaction between servers and guests has positive impact on tipping behaviour, as found in previous studies (Garrity & Degelman, 1990;Seiter, 2007;Seiter & Weger, 2010). On the other hand, tipping provides an incentive for the delivery of quality service and positively affects employee motivation (Kwortnik, Lynn, & Ross, 2009). ...
Verbal communication is the main form of personal interaction. This article presents evidence for the positive role of service staff’s verbalized hospitality on consumer behaviour. The principal aim of the study was to explore the effect of verbal attention on making additional purchases and tipping behaviour in three different countries (Sweden, England, and Serbia). Moreover, research investigated whether server gender, customer gender, and group size moderate the relationship between verbal attention, additional purchase, and tipping behaviour. For the purpose of the study, servers in casual dining restaurants either paid special verbal attention to group diners, or did not do so, before asking target questions. The results show that group diners in verbal attention conditions make additional purchases and leave tips more often. While group size moderates the relationship between verbal attention and additional purchase and tipping behaviour, such role was not confirmed in the case of server gender and customer gender. The theoretical and practical implications of verbal interaction between servers and customers are discussed, as well as differences in three analysed countries.
... As for the bill-related attributes, both bill size and payment method have been examined as factors that affect tips. Research reports that dining customers with a larger bill size who pay with credit cards tend to leave larger tips than do those with a smaller bill size who pay by cash (Garrity & Degelman, 1990;Lynn & Grassman, 1990;Lynn & Latané, 1984). When it comes to the customer-related attributes that influence tip sizes, a customer's gender, patronage frequency, size of dining party, and alcohol consumption have been investigated. ...
... As for the server-related attributes that affect tip size, the majority of previous studies predominantly examined whether a server's efforts can increase tip size. Studies reported that the server can increase tip size if he or she squats down besides the table when serving the patrons (Lynn & Mynier, 1993), introduces him or herself by name (Garrity & Degelman, 1990), and touches the patron (Crusco & Wetzel, 1984) while smiling (Tidd & Lockard, 1978). In particular, Lynn and McCall (2009)-in their online survey of more than 1000 restaurant servers-demonstrate 13 tip-enhancing techniques that are positively related to customer-reported tip size (1: tell jokes or stories, 2: squat next to table, 3: call customer by name, 4: touch customer, 5: upsell, 6: smile, 7: compliment customers, 8: predict good weather, 9: write "thank you" on checks, 10: draw on checks, 11: wear flair, 12: introduce self, and 13: repeat order). ...
This exploratory study investigates two different types of determinants for servers’ actual tip earnings (individual characteristics versus work conditions) using readily available organizational data. Unlike previous studies that measured servers’ tips by asking subjects (servers or customers) to report tip amounts, we measure the actual tip earnings of each server extracted from the point of sale system. The results show that work conditions (daily work hours, weekend work hours, and immediate supervisors’ characteristics) have stronger relationships with servers’ tip earnings than servers’ individual characteristics (gender, tenure, and job satisfaction). This study represents an initial attempt to use objective data to measure servers’ tip earnings and explore its potential relationship with work conditions compared to its relationships with individual characteristics which have been frequently examined in previous studies.
... Furthermore, a customer's demographic characteristics, such as race (Lynn et al., 2008), income (Saayman & Saayman, 2015), and ethnicity (Lynn, 2004) are also considered to be important. Researchers have even identified parameters engulfing the interaction between the customers and the servers like introduction by the server (Garrity & Degelman, 1990), smiling (Tidd & Lockard, 1978), lightly touching a customer's shoulder (Crusco & Wetzel, 1984), tip suggestion (Fan et al., 2024), and customizing the receipt by writing "thank you" (Rind & Bordia, 1995) or including emojis (Lefebvre et al., 2024) as significant. Additionally, an individual's tipping behavior is also significantly influenced by the tipping norm of their home country (or culture) (Gössling et al., 2021). ...
The practice of tipping is omnipresent in the tourism and hospitality sector. Although, consumer's tipping behavior has been studied from myriad perspectives, it is surprising that extant research has not yet explored how consumers' in different power states can be nudged to tip more. With the help of five studies in the lab and field, the results demonstrate that a low‐power state is conducive for generating a higher tip if consumers' focus is on others due to enhanced empathy. Furthermore, as per the compensatory consumption model, powerless consumers desire power, so they are more likely to tip higher than powerful people when tipping is associated with status. Lastly, powerful consumers' propensity to tip higher is initiated when the expectations that others hold from them are made salient. Implementing these findings can maximize business' tipping revenue from both the powerful and the powerless consumers.
... For instance, income is unrelated to tip amount in voluntary tipping environments (Lynn et al., 2012;Mok and Hansen, 1999). Moreover, in voluntary tipping environments, customers who pay electronically tend to be more generous and give larger tips than customers who pay with cash (Garrity and Degelman, 1990;Lynn and Mynier, 1993). When customers pay electronically (credit card or debit card), they are more detached from the actual monetary value of the bill and may be more inclined to tip. ...
Tipping behavior is a vital way for waiting staff to enhance their wages, and for managers to monitor guest satisfaction. Despite its importance, there is not yet an established consensus on reasons why people tip. Our lack of understanding about tipping behavior is exacerbated by a strong reliance on studies conducted in countries that have a system of voluntary tipping (e.g., the United States). The study aims therefore at expanding our understanding of tipping behavior beyond voluntary tipping countries and more specifically explaining tipping behavior under service-inclusive pricing. Data obtained from 1458 guests in five European countries show that income and payment method are the strongest predictors of customers' decision to tip, whereas bill size is the most robust predictor of tip amount. Results advance knowledge by suggesting that social norm theory plays a major role to understand tipping behavior in service-inclusive pricing.
... Another stream of this research has examined the effects of specific server behaviors on tip sizes. For example, field experiments have found that restaurant servers get larger tips when they repeat customers orders back to them (Van Baaren et al., 2003), introduce themselves by name (Garrity and Degelman, 1990), smile at customers (Tidd and Lockard, 1978), and write "thank you" on the backs of checks (Rind and Bordia, 1995). The current study contributes to both of these streams of research. ...
... , Fernandez et al. (2020) , Garrity and Degelman (1990), Gueguen (2002), Gu eguen (2012), Gu eguen and Legoherel (2000), Hornik (1992), Hsiao, Chien, Yeh, and Huan (2022), Kinard and Kinard (2013), Lynn (1996, Lynn and Mynier (1993), Lynn and Simons (2000), Lynn, Le, and Sherwyn (1998), Lynn, Giebelhausen, Garcia, Li, andPatumanon (2016), McCall and Belmont (1996), Parrett (2015), Rind (1996), Rind and Bordia (1995, 1996), Rind and Strohmetz (1999, 2001a, b), Seiter, Givens, and Weger (2016), Seiter and Dutson (2007), Seiter and Gass (2005), Weger (2013, 2018), Strohmetz, Rind, Fisher, and Lynn (2002), Strohmetz and Rind (2001) Grandey, Chi, and Diamond (2013), Kim, Nemeschansky, and Brandt (2017), Kwortnik, Lynn, and Ross (2009), Lynn, (2017, 2022, Lynn, Kwortnik, and Sturman (2011) ...
Purpose
This research aimed to fill several gaps in the tipping literature which has overlooked the server's perspective in identifying and understanding variables that influence a tip amount and therefore where they concentrate their efforts during the service encounter. Furthermore, the extant literature has theorized how or why certain variables influence the tip amount, but these studies fail to capture insight from server's which would supplement the theory and provide a more in-depth understanding of the mechanisms at play.
Design/methodology/approach
This study adopts a grounded theory approach using semi-structured one-on-one interviews with tipped restaurant employees who were identified and selected using snowball sampling. Content analysis is employed to code and categorize the data.
Findings
The content analysis revealed five categories where servers focus their time and effort to earn tips: service quality, connection, personal factors, expertise and food quality. The server's personality was identified as a variable the tipping literature has largely ignored as a determinant of the tip amount. Server's shift their style of service for groups of eight or more people, and for regular customers, who must dine in the restaurant at least once per week. Lastly, despite the many drawbacks associated with working for tips, servers would not want to replace it with any other method of compensation.
Originality/value
This is the first qualitative study focused on understanding the server's role in the service exchange relationship since McCarty et al. (1990) study. The results provide new insights on the often-studied variables from the tipping literature.
... There are situations when a person is not aware of certain activities or actions, but this can only be noticed by another person who observes and analyzes his behavior. Such behavior is called unconscious motivational activity that leads to the achievement of certain goals or the satisfaction of certain needs (Garrity, Degelman, 1990;Armstrong, 2003;Arnold, Randall & Patterson, 2010). All the above analyzes point out that motives cannot be equated with the notions of incentives and necessities. ...
The importance of aesthetic in fine dining restaurants has been recognized as an important factor in creating a perfect service and a memorable experience. The purpose of this study is to investigate guests’ importance of certain aspects of aesthetic experience in fine dining restaurants in Croatia. Data were collected using an online self-administered questionnaire. Descriptive statistics were used to analyse the data and determine the importance of different aesthetic components in fine dining restaurants. An independent sample t-test was performed to assess the perceived differences between those who have been in fine dining restaurants and those who have not been yet but have the intention to visit them in the future. The results of the study could serve as a guide for restaurant managers to improve the components of the aesthetic experience and enhance the overall guest experience and business performance in fine dining restaurants.
... There are situations when a person is not aware of certain activities or actions, but this can only be noticed by another person who observes and analyzes his behavior. Such behavior is called unconscious motivational activity that leads to the achievement of certain goals or the satisfaction of certain needs (Garrity, Degelman, 1990;Armstrong, 2003;Arnold, Randall & Patterson, 2010). All the above analyzes point out that motives cannot be equated with the notions of incentives and necessities. ...
This paper aims to examine whether the oil price war between Saudi Arabia and Russia has increased integration between the Crude Oil WTI Spot oil index and the G7 stock markets, namely France (CAC 40), Germany (DAX 30), USA (DOW JONES), UK (FTSE 100), Italy (FTSE MID), Japan (Nikkei 225), Canada (S&P TSX), from January 2018 to January 2021. The results show that in the period before the oil price war, the G7 stock markets and the WTI index had 29 integrations (out of 56 possible). The WTI index is integrated with the UK stock markets (FTSE 100), and Japan (NIKKEI 225), and is integrated into the Japanese market. In the period of the oil price war, the G7’s stock markets and the Crude Oil WTI Spot index had 43 integrations (out of 56 possible), namely the WTI, Dow Jones, and Nikkei 225 indexes, with all their peers (7 out of 7 possible). When comparing the period before and during the 2020 oil crash, we found that integrations increased significantly from 29 to 43 (out of 56 possible); we also found that the Crude Oil WTI Spot index is no longer a safe haven for portfolio diversification in G7 stock markets. These findings validate our research issue, i.e., the oil price war between Saudi Arabia and Russia had increased integrations, and this evidence could question portfolio diversification.
... There are situations when a person is not aware of certain activities or actions, but this can only be noticed by another person who observes and analyzes his behavior. Such behavior is called unconscious motivational activity that leads to the achievement of certain goals or the satisfaction of certain needs (Garrity, Degelman, 1990;Armstrong, 2003;Arnold, Randall & Patterson, 2010). All the above analyzes point out that motives cannot be equated with the notions of incentives and necessities. ...
This paper aims to test efficiency, in its weak form, in the capital markets of the Netherlands (AEX), Belgium (BEL 20), France (CAC 40), Ireland (ISEQ 20), Norway (OSEBX), Portugal (PSI 20), in the period from April 4, 2019 to April 1, 2021. The sample was partitioned into two subperiods, the first and second wave of the global pandemic: April 4, 2019 to April 30, 2020; May 4, 2020 to April 1, 2021. To carry out this analysis, different approaches were undertaken to analyze whether: (i) Euronext’s stock markets have more significant long memories in the first or second wave of the global pandemic? The results show the presence of sharp long memories during the first wave of the global pandemic, particularly in the stock indices OSEBX (0.67), PSI 20 (0.67), AEX (0.66), BEL 20 (0.64), CAC 40 (0.62), ISEQ 20 (0.61), which implies that the yields are autocorrelated in time and, there is a reversal of the average, in all indexes. Regarding the second wave of the global pandemic, we found that most Euronext stock markets don’t reject the random walk hypothesis, with the exception of the Norwegian (0.56) and Portugal (0.55) stock markets. These findings show that the impact of the Covid-19 pandemic was accentuated during the first wave, but from May 2020 the markets adjusted and showed balance. The authors believe that the results achieved will be a benefit to international investors seeking efficient diversification into their portfolios.
... A number of studies suggest that frontline employees play a key role in influencing customer choices (e.g., Huneke et al., 2015;Woisetschläger et al., 2016;Davis et al., 1998). For instance, customers are willing to leave larger tips if the service provider introduces him/herself by name (Garrity & Degelman, 1990); uses the customer's native language (Van Vaerenbergh & Holmqvist, 2013); has physical contact with the customer (Guéguen & Jacob, 2005;Lynn et al., 1998;Stephen & Zweigenhaft, 1986); or is in close proximity when taking orders (Jacob & Guéguen, 2012). Conversely, the physical presence of the frontline employee during the payment stage can hamper customers' willingness to tip. ...
Many service providers explicitly ask customers for a tip. This may create social pressure, thus resulting in lower tips. Building on the theory of psychological reactance, we propose that an explicit request to tip has a detrimental impact on tip size. Across two studies, a field experiment and an online experiment, we test this effect and examine how the physical presence of the server moderates this relationship. We find that an explicit request to tip negatively affects tip size, while server’s physical presence alleviates this effect. The findings also show that social pressure hampers perceived control, which in turn has a detrimental effect on tip size. In light of these findings, service providers might want to revisit their strategies to enhance tipping.
... Azar, in press;Conlin et al., in press;Lynn & Grassman, 1990). There is a significant positive effect in tipping when a worker touches their customer (Lynn, Le & Sherwyn, 1998), and likely to collect extensively big tips to those workers who make an impressive interaction to the customers by introducing their names rather than workers who remain anonymous (Garrity and Degelman, 1990). Experiments by Lynn and Mynier, (1993) and Lynn (1996) showed that if service staff just standing will get fewer tips. ...
This study investigates the factors influencing tipping practice in Kuala Lumpur 5-star hotels. Experienced customers of five star rated hotels were targeted in this investigation by focusing on two sub-dimensions of service component which are personal and professional dimensions. Service charges and good and service tax has been added in most premises bills raises question on why people tip. This study reports upon a study of 400 hotel customers. Using survey data, results indicated that professional aspect play the important role in tipping practice. The findings showed that the culture of tipping do exist in Malaysia especially in the city of Kuala Lumpur and this study contributes to the expansions of literature on tipping practice.
... If they learn personal information about the person crafting the product, they also indicate higher willingness to pay and better evaluations (e.g., perceptions of the taste of a cookie; Fuchs et al., 2019). Even something as simple as knowing a server's name can increase tips by more than 50% (Garrity and Degelman, 1990). ...
This research highlights the importance of retailer-consumer identity congruence – the match between the retail brand identity and the consumers’ identity. Retailers can leverage identity congruence to forge meaningful consumer-brand relationships which will result in enhanced engagement, brand loyalty, and willingness to pay. The paper discusses how creative merchandise offerings and innovative merchandising strategies contribute to the creation of a unique retail brand identity and facilitate communication of this identity to consumers. Based on interviews with retail practitioners, we formulate five ways in which retailers can establish and communicate their brand identity through creative merchandise offerings (by focusing on unique and original merchandise, leveraging local merchandise to reflect the area, making their merchandise akin to art, offering sustainable merchandise, and a high fashion product assortment). In addition, we focus on five innovative merchandising strategies which help the retailer connect the brand to the customer (creating themes, reflecting the brand story, being playful, signaling exclusivity, and virtual merchandising). We then discuss how retailers can utilize social and technological tools to amplify the retailer identity to consumers, thus increasing the likelihood that a consumer will view their identity congruent with the retail brand.
... In the hospitality industry, many servers, to generate larger tips, will provide personalized service or experience for their guests. For example, servers may receive more tips by introducing their names (Garrity and Degelman, 1990), calling customers by their names (Rodrigue, 2012) or touching the guests (Crusco and Wetzel, 1984;Hornik, 1992;Lynn et al., 1998). All of the above techniques involve providing a personalized interaction. ...
Purpose
In hotels, room attendants are often invisible to hotel guests. This study aims to understand how customers would increase their voluntary tips when there was less or no personal interaction and communication between customers and service providers. Specifically, the purpose of this study is to investigate whether providing different greeting cards in hotel rooms would affect hotel guest tipping behavior.
Design/methodology/approach
A field study was conducted in an upscale independent hotel. Four types of greeting cards through two personalized factors, perceived effort and personalization, were placed in the hotel rooms. The tipping amount for each room-night was recorded during the data collection.
Findings
There were 3,285 room-nights tip records collected in this study. The results indicated that non-personalized housekeeping greeting cards did not increase the likelihood of guests to tip, but they may increase the average tipping amount; the personalization of greeting cards from room attendants had positive effects on guest tipping behavior; the hand-written greeting card and name-introduction greeting card were predictors that can significantly increase the likelihood of hotel guests to tip.
Research limitations/implications
The empirical research results support social presence theory. With more consistent tipping in hotel rooms, attendants may be able to predict tips through their job performance; thus, creating a win-win in the lodging industry.
Originality/value
This study contributes to understanding guest-tipping behavior in the hotel rooms.
... For instance, Domino's gives us the name of person making our pizza when we order online and in high-end restaurants the chef often leaves the kitchen to visit the tables and talk directly to the customers who eat the food. Garrity and Degelman (1990) found that when a waitress introduced herself by name, consumers tipped over 50% more than when she remained anonymous. These practices can be seen as an effort to personize the producer to the consumer, presumably to increase customer satisfaction and the perceived value of the experience. ...
Technological advances, originating in the time of the industrial revolution and accelerating today, have alienated workers from consumers, and vice versa. We argue that this alienation and accompanying feelings of being objectified as a mere interchangeable source of profit are aversive to workers and consumers. These feelings reduce the meaningfulness and satisfaction workers find in their work and make products less attractive and consumption less meaningful to consumers. We propose simple and inexpensive interventions that can be used to make business more personal, with powerful effects on workers’ job satisfaction, product quality, and product attractiveness to consumers. Paradoxically, these interventions often rely on the same technological advances that otherwise facilitate the alienation. We specifically highlight how disclosing personal information (e.g., name, personal background) about workers and consumers can impact the motivation and performance of workers. We also highlight how disclosing personal information about workers and consumers can impact consumers’ satisfaction, preferences, and willingness-to-pay. We argue that providing personal information about workers to consumers and vice versa will often yield a win-win-win effect. As more satisfied customers buy more at higher prices, more satisfied workers do a better job, and personal information can be disclosed cheaply using information technology, companies benefit from increased sales at higher prices and at very little extra cost.
... Additionally, research conducted so far has confirmed that the circumstances of the visit, such as: being on holidays (Greenberg, 2014), nice weather (Crusco, Wetzel, 1984;Rind, Strohmetz, 2006), size of the city where the visit was taking place (Garrity, Degelman, 1990;Lynn, Thomas-Haysbert, 2003;Rind, Strohmetz, 2006) and positive mood of the customer (Lynn, McCall, 2000) also influence both frequency of tipping and the magnitude of the tip. Moreover, a positive correlation between the size of the tip and the consumption of alcohol with the meal was observed (Conlin, Lynn, O'Donoghue, 2003;Sánchez, 2002). ...
... Sunny days induce a positive mood, and a positive mood could potentially increase tipping [5,[13][14][15]. Some studies have found support for the relationship between sunlight and tipping [16][17][18], whereas others have found no association [19]. In a quantitative aggregation of two studies on sunshine and tipping, Lynn and McCall [20] found a small-to medium effect size between bill-adjusted tips and sunny weather. ...
Does the level of sunlight affect the tipping percentage in taxicab rides in New York City? We examined this question using data on 13.82 million cab rides from January to October in 2009 in New York City combined with data on hourly levels of solar radiation. We found a small but statistically significant positive relationship between sunlight and tipping, with an estimated tipping increase of 0.5 to 0.7 percentage points when transitioning from a dark sky to full sunshine. The findings are robust to two-way clustering of standard errors based on hour-of-the-day and day-of-the-year and controlling for day-of-the-year, month-of-the-year, cab driver fixed effects, weather conditions, and ride characteristics. The NYC cab ride context is suitable for testing the association between sunlight and tipping due to the largely random assignment of riders to drivers, direct exposure to sunlight, and low confounding from variation in service experiences.
... The technical dimension represents the tangible and objectively measurable components of service, such as service delivery, menu knowledge, and ordertaking by servers, and the functional dimension, by contrast, refers to the intangible and rational components (Whaley et al, 2014). Based on this dichotomy, prior researchers proposed a functional dimension of service, such as a light touch from a server, the server squatting down by the table, or the server introducing himself or herself by name, as closely related to tipping behaviors (Davis et al, 1998;Garrity and Degelman, 1990;Lynn and Mynier, 1993). ...
This study adopts social stigma theory and examines whether biases toward different types of foods and restaurants exist and, consequently, whether such biases influence gratuities. A 2 × 3 experiment was conducted in order to compare the relative impacts on tip size among samples from scenarios featuring different types of cuisines and different types of restaurants while controlling for food quality and service quality. With a focus on tipping behaviors and the restaurant industry, this study confirms that diners do have stereotypes in regard to cuisine that represents different cultures. Gender and income also played moderating roles in our findings.
... (Lynn & Graves, 1996). Algunas otras por llamar a los comensales por su nombre (Garrity & Degelman, 1990), entre otros factores se han encontrado algunas en las cuales imitar su lenguaje no verbal es determinante (van Baaren, Holland, Steenaert, & Van Knippenberg, 2003) y también el dar a los clientes una muy grande sonrisa (Tidd & Lockard, 1978) Otros factores que se han analizado es las cuestiones graficas o pictogramas dentro de las notas o recibos, Rind & Bordia (1995 encontraron que era un factor a favor el escribir "Gracias" o dibujar caritas felices en las notas o recibos, en otras investigaciones fue el dibujar un sol en las notas o recibos (Guéguen & Legohérel, 2000). ...
Tipping has become a unilateral gratification paid by the client reciprocating the service provider for a good service, to a moral obligation to a service that sometimes does not comply with quality standards. Even though it is true that in some countries the tip is mandatory based on a percentage of the account payable, regardless of the service received, in other countries it is not. However, in countries like Mexico it is customary to pay it based on a percentage and sometimes this percentage depends on the quality of the service received. Mexican legislation does not make tipping mandatory, but the border areas live in a mix of Mexican and American cultures and traditions, making tips a percentage of the consumption.
Resumen Las propinas se han convertido en una gratificación unilateral pagado por el cliente al proveedor de servicios por un buen servicio, esta situación es una obligación moral de un servicio que a veces no cumple con los estándares de calidad. Si bien en algunos países la pauta es obligatoria basado en un porcentaje en la cuenta por pagar, independientemente del servicio recibido, en otros países no lo es. Sin embargo, en países como México se acostumbra a pagar en base a un porcentaje condicionado a la atención recibida. La legislación mexicana no la considera obligatoria, pero en las regiones fronterizas se viven una mezcla cultural entre lo mexicano y estadounidense, que redunda en un porcentaje con también con base al consumo y la tradición.
The shift from analog to digital point-of-sale systems (e.g., Square) and app-based service platforms (e.g., Uber) disrupted frontline services by creating new tipping processes that occur in an ever-expanding range of service contexts and involve new stakeholders. The increasing importance of tipping in the global economy and the uncertainty regarding tipping practices suggest the need for a comprehensive framework that accounts for evolving tipped service networks. We introduce the multi-stakeholder service journey lens to build a conceptual framework that accounts for the competing interests of customers, employees, frontline service managers, technology providers, and other stakeholders in emergent tipped services. This framework examines interactions between stakeholders at different points along the tipped service journey, while accounting for the technologies and contexts that shape stakeholder interactions and the sometimes divergent outcomes that result. Stakeholder interactions at each stage of the tipped service journey suggest theoretically rich research questions, such as "How do digital tipping technologies diffuse into and realign cultural practices?", and important practical questions, such as "Which tip request framing and formatting choices result in the highest tips, most customer satisfaction, and optimum employee outcomes?" Our conclusion emphasizes the importance of multi-stakeholder service journey perspectives for examining digitally-disrupted services.
This project aims to predict waiters prompt service and analyze how other factors like Restaurant’s ranking, Ambience, customers finance etc., effect waiters small incentive. Major reasons were analyzed so, that restaurant brings some changes to increase waiter’s service along with restaurant’s reputation and it’s like giving good reward for their appreciative service. Not only waiters service effect their incentive but also restaurants ambience, ranking, food quality also because some effect. Some models were proposed to predict the tip these shows the result with all the factors involved and helps to predict the expected result. The proposed model is validated against techniques like Random forest Regressor Using Hyper tuning, Bayesian Ridge Regressor, Elasticnet Regressor. Along with good visualization for better analysis using Mat plot, seaborn. They are particularly suited to predicting exact output as expected. For implementation purposes, choose features like total_bill, tip, sex, smoker, day, time, etc., the proposed model is evaluated with a waiter’s tip data set along with some changes to dataset based on various performance to show its effectiveness.
With empirical insights gained across a series of studies, the current research examines the technology-facilitated preservice tipping encounter. Drawing on the tip-enhancing literature and the spatial crowding theory, this research reveals the divergent impacts of tip suggestion on consumers’ tipping behaviors and their satisfaction with the digital payment experience. Our findings show that, while effective in elevating tipping amount, the presence of tip suggestion can frustrate consumers and impose a detrimental impact on their satisfaction with the online payment experience. Particularly, this effect is contingent on the design of the digital payment page: The negative effect of tip suggestion on satisfaction with the payment experience is more profound when the digital payment page follows a crowded layout but mitigated when the layout is spacious. Findings from the current research offer timely contributions to theory and practice with an evolving perspective on the technology-facilitated preservice tipping encounter.
Despite the significance of consumer perceived ethicality (CPE) in the current business world, it remains unclear how companies can foster CPE among consumers. The present research investigates the potential of personizing a stakeholder (e.g., an employee or a supplier) by incorporating the person’s first name in advertising messages. Across four experimental studies, this research shows how personized advertising messages can increase CPE when consumers perceive a high degree of social connectedness between a company and its employees or suppliers. The findings of this research add to the understanding of CPE and further offer practical implications for advertisers in developing effective strategies to foster CPE.
Modern and gig economy businesses collect voluntary contributions (i.e., tips) from consumers via screen-based payment systems (i.e., 1, 2, 0.50), leading consumers to infer that small tip amounts are acceptable and, (2) absolute options start at high levels. Countering conventional wisdom, the authors further show that open-ended formats can lead to higher tip payments compared to closed-ended response formats in specific conditions. Theoretically, these results add to the behavioral pricing, prosocial behavior, and labor economics literatures. Managerially, the results are relevant for decision makers in the multi-billion-dollar digital service industry.
This research highlights how gender shapes consumer payments in Pay What You Want (PWYW) contexts. Four studies involving hypothetical and real payments show that men typically pay less than women in PWYW settings, due to gender differences in agentic versus communal orientation. Men approach the payment decision with an agentic orientation and women with a communal orientation. These orientations then shape payment motives and ultimately affect payment behavior. Because agentic men are more self-focused, their payment decisions are motivated by economic factors, resulting in lower payments. Conversely, communal women are more other-focused, and their payment decisions are motivated by both social and economic factors, resulting in higher payments. The findings additionally highlight how sellers can use marketing communications to increase the salience of social payment motives and demonstrate that by doing so, marketers can increase how much men pay without altering how much women pay in PWYW settings.
ZET Bahşiş, hizmetten duyulun memnuniyetin bir ifadesidir ve hizmet sektöründe yaygın bir uygulamadır. Bahşişin çalışanlar arasında nasıl pay edileceği ve bunun "adalet" açısından nasıl algılanacağı bir sorunsala işaret eder. Lisans turizm öğrencilerinin iki farklı bahşiş paylaşım sistemini nasıl algıladıklarının belirlenmesi amacıyla bir araştırma gerçekleştirilmiştir. Veriler, alan yazından yararlanılarak geliştirilen ve iki farklı bahşiş dağıtım senaryosunu içeren bir anket ile toplanmıştır. Anket, kolayda örnekleme tekniği ile Çukurova ve Kırklareli Üniversitelerinde lisans düzeyinde turizm eğitimi alan stajını tamamlamış öğrencilere, 20 Mayıs-5 Haziran 2016 tarihleri arasında uygulanmıştır. Araştırmaya 151 öğrenci katılmıştır. Verilerin analizinde, tanımlayıcı istatistiklerin yanı sıra, eşleştirilmiş t-testi, ki-kare, faktör ve korelasyon analizinden yararlanılmıştır. Bahşişin eşit paylaşıldığındaki genel adalet algısı ile alanda kaldığı durumdaki genel adalet algısı arasında olumsuz yönde zayıf bir ilişki tespit edilmiştir. Bulgular, materyalizm eğiliminin artmasına işaret etmektedir. Anahtar Kelimeler: Bahşiş, turizm öğrencisi, adalet algısı. GİRİŞ Bahşiş, hizmet veren kişilere müşteriler tarafından gönüllü olarak verilen yaygın bir gelenektir (Lynn, 1997: 221). Ayrıca, bahşişler birer teşvik ve sunulan iyi hizmet için verilen ödül olarak da nitelendirilmektedir (Wang, 2010: 5). Hizmet sektöründe birçok alanda özellikle otelcilik sektöründe yaygınolarak kullanılan bir uygulamadır. Örneğin; bellboylar, barmenler, restoranlardaki servis elemanları, valeler, restoran müzisyenleri (Lynn, 1997: 221) ile taksi hizmeti sağlayanlar ve kuaförler gibi pek çok meslek grubunda bahşiş uygulamasına rastlanmaktadır. Ayrıca, dünya çapında iyi bilinen yaygın bir uygulama olduğunu söylemek de mümkündür (Namasivayam ve Upneja, 2007: 94). İnsanların bahşiş verme nedenlerine bakıldığında, ana nedenlerden biri bahşiş vermeninsosyal bir norm olduğu inancı ve daha iyi bir servis almanın yolu olarak görülmesidir. Bu nedenin temelini oluşturan unsurlar; kişinin aynı restorana tekrar geldiğinde aynı servis personeli tarafından hizmet verileceği düşüncesiyle hareket etmesi, aldığı hizmetten memnun olması, hizmet alan kişinin kendisini psikolojik olarak daha iyi ve farklı hissetmesi şeklinde ifade edilmiştir (Wang, 2010: 16-17-18). Bahşiş verme, servis personeli açısından bakıldığında, çalışanlar arasında rekabeti teşvik eden bir unsur olarak görülmektedir. Bu durum ise şu şekilde açıklanmaktadır: Daha önce oldukçaiyi bahşiş veren bir müşterinin aynı restorana geldiğinde, servis
Recently developed statistical tools are used to assess the evidential value and replicability of the published experimental literature on ways to increase tips. Significantly right-skewed full and half p-curves indicate that the literature is more than a collection of Type 1 errors – it provides evidence of real effects. Moreover, those real effects are scattered across both replicated and non-replicated effects as well as across the work of each of the major contributors to this literature. An overall r-index of 0.55 indicates that over half of the reported effects would likely be replicated if the studies were repeated. More research is need to ascertain the reliability of specific effects – especially those reported by Gueguen, because lower power makes his effects less replicable than others in the literature. Nevertheless, readers can be reasonably confident that most of the techniques for increasing tips in this literature will work.
People use names to infer meaning about the objects to which those names refer. Objects whose names include vowels produced toward the front of the mouth (Siri), relative to those with vowels produced toward the back of the mouth (Google), are expected to have certain physical features (e.g., smallness, sharpness, and quickness). Do these expectations map onto social experience? The present investigation examines this question through the lens of social closeness. Participants simulating an interaction with another person whose name included a front (versus a back) vowel sound saw that person as more socially connected to themselves (Study 1), which could facilitate the interaction (better tips for servers, Study 2) or undermine it (exacerbate negative emotionality, Study 3). Theoretical and practical implications note how the sounds in names not only create expectations but also sow the seeds for self-fulfilling prophecies to be borne out in experience.
Tipping is an important source of income for a variety of occupations in the hospitality and tourism
industry. One such occupation is waitressing and although much research has been done, especially
in America, very little has been done in African countries. The purpose of this paper is therefore to
determine the reasons why people tip or do not tip, as well as which socio-demographic and
behavioural variables have the greatest influence on tipping. A survey was conducted at restaurants
during the Aardklop National Festival, where 400 questionnaires were distributed. Results have shown
that the reasons why people tip are financial, good service and social acceptability. Results have also
revealed that more behavioural than socio-demographic variables influence the tipping decision.
The purpose of this article is to analyse how tipping practices are given meaning and acted upon by customers and employees. Though the concept of moral economy, the article traces the ideas of rights and entitlement that are embedded in tipping. The findings indicate that customers and workers enjoy tipping. The tension between them arises from customers’ use of the tip as a mediator of individual feeling and workers’ emphasis on the tip as an economic income and on the collective processes of service production. Workers use the practice of pooling tips to reduce the economic risk and the processes of individualisation. These strategies are defined as weapons of the poor as they are developed in circumstances of economical vulnerability. The focus is on 24 in-depth interviews with customers and employees. This article offers new insights into the moral economy of tipping and the ways in which it affects the forms of resistance available to workers.
Namen tega prispevka je spodbuditi natakarje k razmišljanju, o pomenu programov usposabljanja za kvalitetnejšo storitev in posledično pridobivanje višjih napitnin. V članku so obširneje podani, iz različnih raziskav, zbrani načini za povečevanja napitnin. Cilj te raziskave je bil na enem mestu zbrati korelacije med vedenji zaposlenih na eni strani in možnostmi za povečevanje prihodka natakarjev iz napitnin. V ozadju tega cilja je bil predvsem opažen pojav da kvalitetna storitev postavlja pogoje za povečevanje prihodkov iz napitnin. Napitnina namreč natakarjem predstavlja velik del njihovih prihodkov, zato je poznavanje načinov na njeno povečevanje, še toliko bolj pomembno. Seveda pa je poznavanje šele temelj k nadaljnjim aktivnostim. Potrebno je namreč zaposlene tudi usposobiti, da bodo tovrstne načine uporabljali pri vsakodnevnem delu z gosti. Dokazano je namreč, da tisti zaposleni, ki jih vsakodnevno uporabljajo pri svojem delu, prejmejo višje napitnine.
The paper introduces tipping in a historical perspective, explaining and contrasting tipping habits in England and elsewhere. The case for tipping or service charges is presented. A review of the literature explores those factors that have been found to influence tipping behaviour. The methodology for a comparative introductory study of English and Italian hotel restaurant customers is explained, together with the results. Due to the limited sample sizes, care should be taken when interpreting the results, as differences identified between the English and Italian samples could be abated due to the regional differences within each country. With this qualification, the paper concludes that Italians rated influencing factors more highly than did the English and found attractiveness of server, speed of service and prompt bill delivery to be particularly important. By contrast, English customers generally rated qualities of the product to be more important than the characteristics of the server as influences on tip size.
A conceptual formulation of the determinants of correspondence between attitudes and behavior suggests that social environments differ in the extent to which they provide salient and relevant "attitudinal" and "situational" guides to action. Experimental situations were constructed that differed in the extent to which interpersonal cues to situational appropriateness were available and/or relevant attitudes were made salient. 120 male college students formulated judgments of liability in a sex-discrimination court case. In this basic situation, verdicts were generally unfavorable to the female plaintiff and uncorrelated (.07) with previously reported attitudes. When attitudes toward affirmative action were made salient, covariation (.58) between favorability of verdicts toward the female plaintiff and previously measured attitudes was substantial. Participants who anticipated discussing their verdicts with a disagreeing partner adopted a "moderation" strategy and reached decisions favorable to neither the plaintiff nor the defendant. Their verdicts were uncorrelated with their personal stands on affirmative action, whether or not attitudes had been made salient (.14 and.06, respectively). (32 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
2 studies investigated differences in the situational control of behavior as a result of variation in attentiveness to situational and interpersonal guides to social appropriateness. In Study 1, 28 male and 28 female undergraduates participated in a group discussion that made salient either of 2 reference groups. The effects of this manipulation on social conformity were examined as a function of self-monitoring and neuroticism measures. Social conformity of high self-monitoring and low neuroticism Ss differed reliably between discussion contexts. Low self-monitoring and high neuroticism Ss were unaffected by discussion context. In Study 2 with 90 male undergraduates, raters judged their generosity, honesty, and hostility in 9 relevant situations. A variance measure of perceived situational variability indicated that high self-monitoring Ss reported more situational variability than did low self-monitoring Ss. Implications for the interaction of situational and dispositional determinants of behavior are discussed. (25 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Examined the extent to which a counselor quality (reputed expertise) and a client quality (self-concept) were interactive with counselor gender and with each other as determinants of Ss' perceptions of the counselor. 105 male undergraduates were split into high- or low-self-concept groups according to their scores on the Tennessee Self-Concept Scale and listened to an audiotape of a male or female counselor who was introduced as an expert counselor or a nonexpert counselor or who was given no introduction. Ss then used the Counselor Rating Form to rate the counselor. Consistent with previous research, the expertness manipulation affected ratings of the counselor, whereas counselor gender alone did not. No interaction between counselor gender and expertness introduction was obtained, although one interaction (for attractiveness) was obtained for S self-concept by expertness introduction. Three-way interactions were obtained for perceived counselor expertness, attractiveness, and trustworthiness. These results suggest that although S self-concept alone does not determine perceptions of the counselor, it is one recipient characteristic that interacts with the counselor characteristics of gender and ascribed expertise. (15 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Proposes a theory of social impact specifying the effect of other persons on an individual. According to the theory, when other people are the source of impact and the individual is the target, impact should be a multiplicative function of the strength, immediacy, and number of other people. Furthermore, impact should take the form of a power function, with the marginal effect of the
Nth other person being less than that of the (
N–2)th. When other people stand with the individual as the target of forces from outside the group, impact should be divided such that the resultant is an inverse power function of the strength, immediacy, and number of persons standing together. The author reviews relevant evidence from research on conformity and imitation, stage fright and embarrassment, news interest, bystander intervention, tipping, inquiring for Christ, productivity in groups, and crowding in rats. (27 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Conducted 2 field studies on the relationship of weather variables to helping behavior. In Study 1 (540 adult Ss), which was executed in the spring and summer and subsequently replicated in the winter, the amount of sunshine reaching the earth was found to be a strong predictor of an S's willingness to assist an interviewer. Smaller relationships were also found between helping and temperature, humidity, wind velocity, and lunar phase. Exp II was conducted indoors with 130 dining parties to control for comfort factors. Sunshine, lunar phase, and S's age and sex were found to predict the generosity of the tip left for a restaurant waitress. Sunshine and temperature were also significantly related to the 6 waitresses' self-reports of mood. (35 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Conducted 2 field studies on the relationship of weather variables to helping behavior. In Study 1 (540 adult Ss), which was executed in the spring and summer and subsequently replicated in the winter, the amount of sunshine reaching the earth was found to be a strong predictor of an S's willingness to assist an interviewer. Smaller relationships were also found between helping and temperature, humidity, wind velocity, and lunar phase. Exp II was conducted indoors with 130 dining parties to control for comfort factors. Sunshine, lunar phase, and S's age and sex were found to predict the generosity of the tip left for a restaurant waitress. Sunshine and temperature were also significantly related to the 6 waitresses' self-reports of mood. (35 ref) (PsycINFO Database Record (c) 2006 APA, all rights reserved).
The abstract for this document is available on CSA Illumina.To view the Abstract, click the Abstract button above the document title.
Two explanations for the effects of alcohol on prosocial behavior-that is, mood enhancement and cognitive impairment-suggest that restaurant diners should tip more when they have consumed alcohol than when they have not. However, previous attempts to find a relationship between percent tip and alcohol consumption have failed. This failure may be due to statistical problems associated with using percent tip as a measure of tipping. This article reports a study that uses as a dependent variable residuals from a regression of bill size on tip amount. The results of this study indicate that alcohol consumption is positively related to tipping.
The amount tipped by 396 groups of restaurant diners was a function of the number of people eating together as well as the size of the bill. One-third of the variability in tipping was explained by the norm that tip should equal 15% of bill. In addition, consistent with a new theory of division of responsibility, variation around this norm was an inverse power function of group size, specifically, 18%/N'22.
A report of a scientifically conducted, research field study of human relations in the restaurant industry. Data were gathered from interviews with workers, supervisors, and executives in restaurants in Chicago and elsewhere. The role of status and prestige factors, the restaurant as a social system, and the results of an analysis of weak supervision are discussed in relation to productivity and sound human relations and to a better understanding of the characteristics of good supervision. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Tested the effect on tipping of a female waitress touching the male patron, the female patron, or neither patron, using 112 pairs of restaurant customers. Results show the average tip in the female condition was 15%, the average tip in the male condition was 13%, and the average tip in the no-touch condition was 11%. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Compared the memories of 40 cocktail waitresses (mean age 23 yrs) and 40 undergraduates for 7, 11, and 15 drink orders presented either in order or scattered among 2 model tables. 33 dolls placed at 2 model tables gave orders by means of a cassette tape. Ss filled orders by means of flag pins of 33 different drinks. A structured interview of waitresses followed the experimental condition in an effort to collect data and determine memory strategies. Waitresses had significantly higher memory performance than students in ordered and scattered sequences; waitresses were twice as efficient in time to place each drink, particularly in ordered sequence. Interviews revealed that accurate memory led to higher customer satisfaction, tipping, and bar income. Highly accurate memory in 15 waitresses was associated with vivid perceptual interactions with customers at the time of ordering. Most waitresses reported that memory is best during busy evenings when there is more to remember. (13 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)
The present study examined the effects of two types of touch in a controlled but natural setting, a restaurant. Waitresses briefly touched customers either on the hand or the shoulder as they were returning change. Customers' reactions were assessed by a restaurant survey and a novel behavioral measure, the tip expressed as a percentage of the bill. The tipping rate for the two types of touch did not differ from each other and did not differ according to the customer's gender. Both tipping rates were significantly larger than a control, no-touch condition. There were no touch effects on ratings of the waitress, the restaurant's atmosphere, or the dining experience. It was concluded that touch effects can occur without awareness, and that males will not react more negatively to touch than females when the touch is unobtrusive or free of status and dependency connotations.
Some factors affecting tipping The psychology of social impact The effects of alcohol consumption on restaurant
- R Karen
Karen, R. (1962). Some factors affecting tipping. Sociology and Social Latank, B. (1981). The psychology of social impact. American Psychologist, Lynn, M. (1988). The effects of alcohol consumption on restaurant t i p Lynn, M., & Latan% B. (1984):The psychology of restaurant tipping.
Tip or treat: A study of factors affecting tipping behavior.Unpublished master's thesis
- J M May
May, J.M. (1978). Tip or treat: A study of factors
affecting tipping behavior. Unpublished master's
thesis, Loyola University of Chicago.
Some factors affecting tipping
- Karen R.