Restaurant tipping : the rules are not the same everywhere

Fernandez, Sébastien (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; de Boer, Charlotte (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Terrier, Lohyd (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland)

To date, most of the research investigating the relationship between service quality and tip has been conducted in the US. The aim of this study is to investigate the relationship between tipping and service quality in a country where no norm exists about a specific amount of tip to be given. Two studies conducted in different Swiss restaurants show that there is no relationship between service quality and the tip amount. However, both studies show that satisfaction with the food price predicts the tip amount given to restaurant waiters. These intriguing results are discussed in light of the Hofstede model of cultural values as well as the tipping system.


Keywords:
Conference Type:
full paper
Faculty:
Economie et Services
School:
EHL
Subject(s):
Economie/gestion
Publisher:
Budapest, Hungary, 26-28 October 2016
Date:
Budapest, Hungary
26-28 October 2016
2016
Pagination:
6 p.
Published in:
Proceedings of EuroCHRIE 2016 Conference
Appears in Collection:



 Record created 2017-02-14, last modified 2019-06-11

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