The Effects of Service Quality on Customersâ Tipping Behavior

Yeşiltaş, Murat; Zorlu, Özcan; Sop, Serhat Adem; Beydilli, Elif Tuba

doi:10.6007/ijarbss/v4-i8/1119

Cited by 5 publications

(4 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Service is still the key reason for tipping from the Chinese tourists' viewpoints. Yesiltas, Zorlu, Sop, and Beydilli (2014) confirmed service quality as an important determiner of tipping. In contrast, the price of the meal also influences the tip size.…”

Section: Discussionmentioning

confidence: 83%

Tipping Practices of Chinese Tourists in U.S. Restaurants: An Exploratory Study

Lee¹,

Dewald²

2016

JTHM

View full text Add to dashboard Cite

Tipping behavior and practice vary between cultures and countries. Restaurant tipping is considered as a social norm in the U.S.A. Restaurant patrons, especially foreign tourists, experience social pressure to add a gratuity to the restaurant bill while dining in the U.S.A. Survey was adopted in this study to examine the tipping practices and reasons of tipping of mainland Chinese tourists. Tourists from mainland China who visit America are aware of the tipping practices at local restaurants, although tipping is not a custom when dining in China. Mainland Chinese tourists tip because of the social norms as well as the service/food, but the tipping percentage is far less than the expected fifteen to twenty percent. Service is one of the factors that affect tip size. The total restaurant bill is another tipping predictor. The food and restaurant, menu price, and peer influence affect the tips as well. Practical implications are recommended.

show abstract

Section: Discussionmentioning

confidence: 83%

Tipping Practices of Chinese Tourists in U.S. Restaurants: An Exploratory Study

Lee¹,

Dewald²

2016

JTHM

View full text Add to dashboard Cite

show abstract

“…Qin & Prybutok, 2008;H. Qin, Prybutok, & Peak, 2009;Ramseook-Munhurrun, 2012;Yesiltas, Zorlu, Sop, & Beydilli, 2014). used SERVPERF instrument to measure SQ in restaurants and employed a new dimension namely recovery.…”

Section: Instruments For Measuring Service Quality In Restaurantsmentioning

confidence: 99%

Critical Review of Service Quality Scales with a Focus on Customer Satisfaction and Loyalty in Restaurants

Uslu¹,

Eren²

2020

DETUROPE

View full text Add to dashboard Cite

This study provides a critical review of the instruments developed for measuring service quality in restaurants. However, this study reviews the researches to examine the relationships between service quality, customer satisfaction (CS), and customer loyalty (CL) in restaurants. It is revealed that there are many attempts to develop instruments that aim to measure service quality in restaurants. SERVQUAL instrument, which measures service quality (SQ), has been used in many studies related to the tourism industry. However, the SERVQUAL is directly used as the basis of the SERVPERF and DINESERV instruments. Besides, since the GRSERV and CFFRSERV scales are based on DINESERV, the SERVQUAL plays an important role in the development of such scales. In addition to the instruments developed by modifying SERVQUAL, there are attempts to create different ones. In researches that develop a new SQ scale, the reasons underlying this need are stated as follows: 1) Some service quality components specific to restaurants and tourism sector not included in the current scales 2) Measuring the expectations and performance at the same time is not necessary 3) Current scales are insufficient for the unique types of restaurants, such as Fast Food, Upscale and Green Restaurants. CS and CL are the most common variables in the studies examining the SQ in restaurants. There is a divergence in the literature about whether service quality leads to satisfaction or satisfaction brings service quality. However, it can be said that there is a consensus that these two structures are in a very close relationship with each other. Another consensus in the literature is that CS and SQ are regarded as the determinants of CL. On the other hand, a considerable amount of research has been devoted to service quality, customer satisfaction, and customer loyalty, and it will be the case for future studies. However, the changes in business environments reveal the necessity of modification in the instruments that will pave the way to measure these concepts. A pandemic has recently affected the lives of businesses, and people and this new situation may require the addition of a new dimension to service quality instruments, like outbreak measures.

show abstract

“…The Importance of Service Quality in the Hospitality Industry. Service quality concerns all companies that recognize its effects on customer satisfaction and loyalty, especially in service sector, which is one of the major growth industries (Yesiltas et al, 2014). Furthermore, financial barriers of entry into the hospitality industry are minimal and as a consequence, there are always new providers adding to an already competitive situation.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Linking Service Quality Attributes to Customers' Motivation to Leave Tipping. The growing literature on tipping behaviors suggests that service quality could impact the tipping behaviors, since the customers generally concern the level of good service before leaving tip (Yesiltas et al, 2014;Saunders and Lynn, 2010). For instance, Lynn (2009) found that the desire to reward good service quality is the most common motive for tipping reported by customers themselves.…”

Section: Literature Reviewmentioning

confidence: 99%

The Impact of Service Quality Attributes on Customers’ Tipping Behavior in Egyptian Restaurants

شحاتة¹

2015

المجلة العلمیة لکلیة السیاحة و الفنادق جامعة الأسکندریة

View full text Add to dashboard Cite

The literature includes several studies that addressed the factors that motivate customers to leave tips, but most of these studies have been conducted in western countries and USA. On the other hand, there are little published researches that addressed such tipping motives in eastern countries. Therefore, this research investigates the impact of service quality on tipping behavior in Egypt. In order to answer the questions of this research, convenience sampling technique was employed and a total of 651 valid questionnaires were collected from Egyptian restaurant customers. Findings show that most Egyptians agreed that they tip in order to reward service quality. This research extends the body of knowledge on tipping as it is considered one of the first studies that addresses the tipping motives in an eastern country and whether it differs from western countries. Finally, restaurant managers should employ these findings to design training programs for service employees in order to raise their awareness of the most important reasons that stimulates customers' desire to tip.

show abstract

The Effects of Service Quality on Customersâ Tipping Behavior

Cited by 5 publications

References 0 publications

Tipping Practices of Chinese Tourists in U.S. Restaurants: An Exploratory Study

Tipping Practices of Chinese Tourists in U.S. Restaurants: An Exploratory Study

Critical Review of Service Quality Scales with a Focus on Customer Satisfaction and Loyalty in Restaurants

The Impact of Service Quality Attributes on Customers’ Tipping Behavior in Egyptian Restaurants

Contact Info

Product

Resources

About

The Effects of Service Quality on Customersâ Tipping Behavior

Cited by 5 publications

References 0 publications

Tipping Practices of Chinese Tourists in U.S. Restaurants: An Exploratory Study

Tipping Practices of Chinese Tourists in U.S. Restaurants: An Exploratory Study

Critical Review of Service Quality Scales with a Focus on Customer Satisfaction and Loyalty in Restaurants

The Impact of Service Quality Attributes on Customers’ Tipping Behavior in Egyptian Restaurants

Contact Info

Product

Resources

About

The Effects of Service Quality on Customersâ Tipping Behavior