IDEAS home Printed from https://ideas.repec.org/a/bla/brjirl/v40y2002i4p725-752.html
   My bibliography  Save this article

Institutionalization of Tipping as a Source of Managerial Control

Author

Listed:
  • Emmanuel Ogbonna
  • Lloyd C. Harris

Abstract

This paper explores, investigates and analyses the rationale, approach and outcomes of the attempts by management to control the behaviour of front–line service workers through the institutionalization of customer tipping. It presents evidence generated from an in–depth case study of a highly successful UK restaurant group to suggest that the management of tipping is a way of controlling the behaviour of front–line service workers. However, rather than view such control as purely exploitative and one–sided, it is argued that there is a degree of ‘mutual instrumentality’, in that the findings suggest that workers voluntarily and consciously submit to subjugation for purely instrumental benefits.

Suggested Citation

  • Emmanuel Ogbonna & Lloyd C. Harris, 2002. "Institutionalization of Tipping as a Source of Managerial Control," British Journal of Industrial Relations, London School of Economics, vol. 40(4), pages 725-752, December.
    • Handle: RePEc:bla:brjirl:v:40:y:2002:i:4:p:725-752
    DOI: 10.1111/1467-8543.00254
    as

    Download full text from publisher

    File URL: https://doi.org/10.1111/1467-8543.00254
    Download Restriction: no
    File URL: https://libkey.io/10.1111/1467-8543.00254?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:brjirl:v:40:y:2002:i:4:p:725-752. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: https://edirc.repec.org/data/lsepsuk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.