Does a server's attentiveness matter? Understanding intercultural service encounters in restaurants

Lee, Hye Eun

doi:10.1016/j.ijhm.2015.08.003

Cited by 35 publications

(28 citation statements)

References 44 publications

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“…Previous research has questioned the extent to which tipping represents a pay‐for‐performance compensation practice. The results of this research suggest that the relation between service quality and percentage tipped varies in both direction and magnitude of the effect (e.g., Barkan & Israeli, ; Lynn et al., ; Lee, ).…”

Section: Discussionmentioning

confidence: 82%

“…Theoretically, customers give tips (pay) to reward high‐quality service (performance). However, empirical evidence suggests that the relation between service quality and the percentage tipped varies from negative (e.g., Barkan & Israeli, ; Lee, ) to nil (e.g., Lee, ), to positive (e.g., Lynn et al., ). Consequently, the degree to which service quality is related to the tips that a server receives (i.e., the rewards customers provide) is unknown, which may shed some light on the relatively high turnover rate in the restaurant industry (National Restaurant Association, ).…”

mentioning

confidence: 99%

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A meta‐analytic review of tipping compensation practices: An agency theory perspective

Banks

Woznyj

Kepes

et al. 2018

Personnel Psychology

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Tipping represents a form of compensation valued at over $50 billion a year in the United States alone. Tipping can be used as an incentive mechanism to reduce a principal–agent problem. An agency problem occurs when the interests of a principal and agent are misaligned, and it is challenging for the principal to monitor or control the activities of the agent. However, past research has been limited in the investigation of the extent to which tipping is effective at addressing this problem. Following an examination of 74 independent studies with 12,271 individuals, meta‐analytic results indicate that there is a small, positive relation between service quality and percentage of a bill tipped (trueρ¯̂ = .15 without outliers). Yet, in support of the idea behind tipping, relative weights analyses illustrate that service quality was a stronger predictor of percentage of the bill tipped than food quality, frequency of patronage, and dining party size. Evidence also suggests that racial minority servers tend to be tipped less than White servers (Cohen's d = .17), and women tend to be tipped more than men (Cohen's d = .15). Still, given the magnitude of the effect, one might question if tipping is an effective compensation practice to reduce the principal–agent problem. We discuss theoretical and practical implications for future research.

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Section: Discussionmentioning

confidence: 82%

mentioning

confidence: 99%

A meta‐analytic review of tipping compensation practices: An agency theory perspective

Banks

Woznyj

Kepes

et al. 2018

Personnel Psychology

View full text Add to dashboard Cite

show abstract

“…There are many methods used to classify destination innovativeness but generally destination innovativeness revolves around the emphasis on object design and tourist attraction, market research, and advertising and promotion [23]. Destination Innovativeness is an important component in achieving sustainable excellence in the tourism sector for it reflects the important means of which organizations are able to capture new opportunities [9].…”

Section: B Destination Innovativenessmentioning

confidence: 99%

“…Cusumano and Kahl states that good customer service comes from a work environment that creates more value [8]. If services have been manifested in the nature, attitudes, habits, and daily behaviour then this can create more value for the organization as a result from the awareness and positive perceptions that exist within the company [9], synergizing the human resources strengths to provide the best service, providing maximum satisfaction for tourism service users [10]. The best service ideas are accustomed to flowing, developing, and evolving to create more value [11].…”

Section: Introductionmentioning

confidence: 99%

Crowdworking, is it Beneficial in Destination Marketing? (An Empirical Model in Tourism Destinations in Central Java)

Pratiwi¹,

Wardhani²,

Kusumaningrum³

2020

Proceedings of the 3rd Asia Pacific Management Research Conference (APMRC 2019)

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With social media, the opportunities to promote the tourism destination are virtually endless. This exploratory research is examining crowd working as a new term in tourism that has not been investigated clearly and there is not much information available on it. The purpose of conducting this research is to develop more understanding about crowd working and provide answers to how crowdfunding benefit for tourism industry. This research conducted in Tourism destination in Central java. Data analysed with Amos statistical software. Crowd working in tourism industry defines as tourism destination that employ digital natives to tagging photographs and review their experience in visiting destination to their social media with tagging accounts, hashtag, communities and people. The result show that Crowd working and knowledge destination create an engagements of destination innovativeness to promote the destination trough social media content and this holds an enormous potential for the tourism industry. Knowledge destination is an amount or information own by a tourism destination resources about the destination. Having sufficient knowledge of tourist destinations will be able to increase the power of innovation so that the impact on marketing performance of tourism destinations will be increased. The power of innovation in a tourist destination greatly supports tourism marketing. Visitors always want to get new experiences and new stories in visiting a tourist destination. The ability of a destination to innovate following changes in existing tourist interests is needed in determining the marketing strategy of a tourist destination. In improving the marketing performance of tourist destinations can be improved through the role of crowd working with its indicators digital communities, social media promotion and networking; through the role of ownership of knowledge destinations and innovativeness. The existing literature on the crowdsourcing concept is relatively limited. Accordingly, this research adds a novel contribution to crowdsourcing literature and evaluates it and its impact as a source of the transformation of the tourism marketing.

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“…There are no clear findings on the relationship between tipping and the service received. Tipping is poorly-related (Lee, 2015), unrelated (Lee, 2015), or positively-correlated with the service received (Whaley et al, 2014). The personal connection that the server forms with guests during the restaurant experience is a crucial motivator in consumers' willingness to return and engage in post-consumption behaviors (Whaley, Lee, & Kim, 2019).…”

Section: Restaurant Tippingmentioning

confidence: 99%

Personal and Social Tipping Norms: Race and Sex Differences

Whaley¹,

Costen²

2019

IJMS

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Tipping is both a personal and social norm, which can also vary according to the consumer’s racial background and sex. This study investigated the extent to which restaurant guests’ personal and social tipping norms vary based on race (White vs. Africa American) and sex. The researchers used a consumer panel comprised of 623 participants in 2016. A two-by-two ANOVA was conducted to examine race and sex effects on personal and social tipping norms. The results demonstrated both main and interaction effects of race and sex in personal and social tipping norms. Based on the results, the researchers discuss implications for scholars, restaurant owners, and managers.

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Does a server's attentiveness matter? Understanding intercultural service encounters in restaurants

Cited by 35 publications

References 44 publications

A meta‐analytic review of tipping compensation practices: An agency theory perspective

A meta‐analytic review of tipping compensation practices: An agency theory perspective

Crowdworking, is it Beneficial in Destination Marketing? (An Empirical Model in Tourism Destinations in Central Java)

Personal and Social Tipping Norms: Race and Sex Differences

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