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Book part
Publication date: 25 October 2016

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General and Special Education Inclusion in an Age of Change: Roles of Professionals Involved
Type: Book
ISBN: 978-1-78635-543-0

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Book part
Publication date: 20 July 2017

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Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-78714-709-6

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Book part
Publication date: 25 July 2011

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Leadership in Education, Corrections and Law Enforcement: A Commitment to Ethics, Equity and Excellence
Type: Book
ISBN: 978-1-78052-185-5

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Book part
Publication date: 2 January 2013

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Learning Disabilities: Identification, Assessment, and Instruction of Students with LD
Type: Book
ISBN: 978-1-78190-426-8

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Book part
Publication date: 26 January 2010

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Current Issues and Trends in Special Education: Identification, Assessment and Instruction
Type: Book
ISBN: 978-1-84855-669-0

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Book part
Publication date: 10 August 2017

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Health and Health Care Concerns Among Women and Racial and Ethnic Minorities
Type: Book
ISBN: 978-1-78743-150-8

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Book part
Publication date: 13 October 2008

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Beyond Health Insurance: Public Policy to Improve Health
Type: Book
ISBN: 978-1-84855-181-7

Open Access
Article
Publication date: 28 March 2023

Cortney Norris, Scott Taylor and D. Christopher Taylor

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…

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Abstract

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.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

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Book part
Publication date: 29 July 2013

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Individual Sources, Dynamics, and Expressions of Emotion
Type: Book
ISBN: 978-1-78190-889-1

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Book part
Publication date: 26 April 2022

Hilary L. Coulson, Yali Zou and Frank Fernandez

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Transformational University Leadership
Type: Book
ISBN: 978-1-83982-118-9

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