The Use of Techniques for Increasing Servers’ Tips
In a 1996 article in Cornell Hotel and Restaurant Administration Quarterly, Michael Lynn introduced the idea that restaurant managers could increase tips for there servers, and therefore reduce turnover, by training servers to engage in one or more of seven tip-enhancing behaviours. Since then, the list of tip-enhancing behaviours has expanded. We tested fourteen techniques to increase tips. The study was carried out among 294 employees or 197 waiters in the Slovenian catering industry in order to find out how they use these techniques and which methods can bring about an increase in their tips. The study showed that Slovenian waiters don’t use any of these techniques, and that waiters who do use them tend to receive tips more often. The findings imply that managers and employees should be informed of these techniques in order to increase tips and their overall income.
Volume (Year): 4 (2011)
Issue (Month): 2 ()
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- Azar, Ofer H., 2011. "Business strategy and the social norm of tipping," Journal of Economic Psychology, Elsevier, vol. 32(3), pages 515-525, June.
- Lynn, Michael & McCall, Michael, 2000. "Gratitude and gratuity: a meta-analysis of research on the service-tipping relationship," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 29(2), pages 203-214.
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