Customers often base their opinions about restaurants on their interactions with a single server. However, we know little about what, or who, influences servers to behave as they do. This study examines the relationships between servers, customers, and managers from the perspective of three important measurements: control, influence, and power. The conclusion is that customers and servers often
... [Show full abstract] hold opposing views about these issues, and neither agree with the views of managers. Implications for managers are offered.