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This study aims to investigate the types, perpetrators, places, times and consequences of gender-based violence (GBV).

Phenomenology research design was used, and 13 waitresses were selected using convenience sampling technique. In-depth interview was used to gather relevant data, and the collected data were analyzed using thematic and interpretive analysis technique.

Physical, psychological, sexual, economic and social types of violence were common. Though GBV may be committed anywhere and anytime, restaurants are the most epicenter and night is critical time by which the problem is more prevalent. Customers, supervisors and agents are of perpetrators of GBV. GBV can have serious long-term and life-threatening consequences for victims. Physical, psychological, health-related, social and economic impacts are the crisis behind being a restaurant waitress.

This research is the author’s original work.

Purpose – The chapter explores how gendered division of labor shapes gender hierarchal relationships, inequality, social mobility, and labor solidarity of women and men workers in the small-scale restaurant industry in China.

Methodological approach – Thirty-four interviews with restaurant workers were conducted and a survey was taken.

Findings – Small-scale restaurants in China are patriarchal in structure that symbolizes a familial hegemonic regime. Labor is divided by gender, age and, to some extent, class with women concentrated in the lower positions. Most restaurant workers are young migrant women who come to the city to work before marrying and having children. Restaurant work is arduous: the hours are long and the wages are low. Women workers do not advance beyond the position of server, while men make use of social contacts and advance in status and wages. Because of kinship and village ties as well as divisions by age and gender, class solidarity cannot be achieved.

Value of the study – The chapter focuses on a topic that has been little studied. It furthers an understanding of intersectionality and inequality among food service workers in the context of China.

In many countries, service workers' (e.g. restaurant staff, bartenders) income depends highly on tips. Such workers are often female and targeted by sexual harassment. The purpose of this paper was to investigate whether the mode of compensation (tips vs. no tips) could play a causal role in the perceived legitimacy of sexual harassment.

In an experimental study (N = 161), the authors manipulated the source of income of a fictional female bartender (fixed income vs. smaller fixed income + tips) as well as whether she or her boss chose her (sexualized) clothing. The authors then asked male participants in an online survey to imagine being her customer and to form an impression of her.

The bartender was viewed as more sexualized, more manipulative and sexual behaviors toward her were perceived as more legitimate when she received tips. Further, the effect of tipping on the legitimacy of sexual behaviors was mediated by perceptions that she was manipulative. The target was perceived as more manipulative when she chose her clothes than not.

The study is an online scenario study and, as a consequence, assesses only judgments rather than actual behaviors.

Encouraging fixed salaries rather than tipping could reduce the occurrence of sexual harassment.

The present work suggests that tipping may play a detrimental role in service workers' well-being by contributing to an environment in which sexual harassment is perceived as legitimate.

To the authors’ knowledge, this is the first study showing that mode of compensation can increase the objectification of workers and legitimize sexually objectifying behaviors toward them.

Whereas the Minister of Labour (hereafter in this Order referred to as “the Minister”) has received from the Licensed Residential Establishment and Licensed Restaurant Wages Council the wages regulation proposals set out in the Schedule hereto;

This study aims to apply statistical process control (SPC) techniques to improve the quality and efficiency of the processes in a restaurant.

SPC tools such as check sheet, cause-and-effect analysis, Pareto chart, control charts and SERVQUAL methodology is adapted to measure and improve the quality of the system.

At the end, some suggestions for improving the quality of service system are proposed in this study to complete the research.

The most difficult part of this study was data collection. Because of the situation of the restaurant, the number of customers does not exceed 60 every day. Another limitation of this study is that the samples have been collected from the same population each day, and it may affect the final result.

The research is based on the present service system at a restaurant, located at a university campus in Cyprus.

A similar study can be applied in the social sector to evaluate and improve service quality.

In this paper, for the first time, SPC and SERVQUAL are used to evaluate and improve quality in the service sector.

To examine the role of explanations in influencing customer perceptions of service failures, this study investigated the impact of two types of explanations: retrospective excuses and anticipatory excuses on customers' fairness perceptions and their tipping behaviors.

A 3 (explanation: absent, anticipatory, retrospective) × 2 (service recovery effort: no tangible compensation or 20 percent off the total bill) between‐participant design was used to test the hypotheses. Simulated dining experiences were enacted and videotaped to represent the six conditions.

The findings of this study imply that customer‐contact employees might be able to influence customer impressions by offering a causal explanation for a service failure.

Owing to the restaurant‐oriented focus of this study, these results may not be generalizable to other service industries. Second, our stimuli involved service encounters that were clearly inadequate in terms of interactional treatment. Third, due to the research method employed in this study the dyadic nature of the service encounter is minimized. Fourth, the student sample somewhat limits the generalizability of the results.

The results indicate that retrospective excuses might enhance customers' fairness perceptions more than anticipatory excuses. Yet, it is important to keep in mind that explanations for failures, even when combined with tangible compensation, are poor substitutes for inadequate interpersonal treatment.

The findings of this study add to the evidence that offering an explanation for a service failure can positively influence customer perceptions. Moreover, the paper introduces tipping as a surrogate of satisfaction to the service recovery literature.

The purpose of this paper is to suggest a frame of reference about the relations between the responsibility and the commitment of employees on the one side and type of organization on the other. The basis is a discussion of the tension between docility and freedom.

Results from earlier empirical studies of disciplinary practices among teachers and warders form the starting point. In this paper the phenomenon of hedonism is added. Hedonism is investigated from a psychological perspective and applied to work organizations with the help of attribution theories, theories on coping and motivation and theories on the conflict between the individual and the organization, i.e. of power, culture and coherence.

The paper has developed a typology on coping strategies in work contexts, which describes four possible “ideal” roles an individual can take, referring to three dimensions, the dichotomy between freedom and docility, the individual's locus of control as external or internal, and the coherence between individual and organizational values.

The model can be used for empirical studies and contribute to the development of work organizations where people feel committed enough to take responsibility both for monotonous and dull everyday tasks and for exceptional and acute unique problem solving situations.

Most studies on disciplining and docility focus on the painful side of coping. Few studies focus on what people do in order to cope with commitment and responsibility. This paper considers the different power struggles embedded in the work context, and give varying interpretations of them.

This study seeks to examine one of the keys to a successful restaurant – the waiting staff. Their backgrounds are investigated, together with the skills and expertise which they are expected to possess by employers and customers. This is compared to the training offered, so that recommendations can be made to the trade about the role of the waiter and waitress in the process of food enjoyment. A range of eating establishments are considered, and the views of the proprietors, their staff and customers taken, so as to offer the views of those involved.

The purpose of this paper is to present a next step in Greta Foff Paules' groundbreaking analysis of control‐resistance in service work by exploring the work practices of restaurant servers in regard to ways they resist and reshape the tipping system that structures their work life. Specifically, the author explores how workers will attempt to manipulate the system to elicit higher tips from customers and when servers forgo an economic tip, so that they can exercise dignity and self‐respect. Central to this analysis is to highlight the space in between Paules' notions of “getting” and “making” a tip. In this space, servers can exercise resistance and still acknowledge the humanness of the customer.

The research methodology is participant observation and interviews.

Restaurant servers see their ability to manipulate the tipping system as routes to exercising agency and resistance in work interactions. Moreover, servers see their ability to earn tips (and even forgo tips) by both capitalizing on the organizational structures and capitalizing on the customers' human nature.

The research focuses on servers broadly, and not on distinctions within groups of servers (i.e. sex differences, age differences or restaurant types).

This paper furthers the understanding of the tipping practice, which is historically viewed in terms of status inequality and control. In contrast, the author highlight how workers in practice, are able to use the tipping system to resist customer and manager demands, assert their creativity, agency, and self‐dignity, and still treat the customer as a social being.

The purpose of this paper is to see whether people who serve and people who receive service in restaurants are aware of the factors that researchers and restaurant professionals believe affect the size of tips.

The research comprises two studies. Study 1 focuses on waiters – an anonymous questionnaire was used. Study 2 was designed to assess the attitudes and beliefs of customers about the same variables that waiters had earlier reported on.

The findings confirmed a number of hypotheses. Respondents claim that they themselves tip more than most people. Results indicate that waiters‐customers were more generous tippers and were more accurate in the bill than customers. Although waiters and customers share many beliefs about tipping, waiters may be more aware than customers of the relevant characteristics of the situation and of the individual involved.

Additional research is needed to help managers to identify dissatisfied customers by training to watch customers and read customers' non‐verbal signals of dissatisfaction. The study may be a useful approach to studying other occupations as well.

The findings suggest that management should not rely on tips as the only motivation for service, and as an indicator of waiters' performance and level of customers' satisfaction.

This current effort was undertaken using the new dyad, non‐waiter customer versus waiter‐customer, to capture the effect of experience and understanding of the waiters' role in the tipping process.