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.


Mots-clés:
Type de conférence:
full paper
Faculté:
Economie et Services
Ecole:
EHL
Classification:
Economie/gestion
Adresse bibliogr.:
Budapest, Hungary, 26-28 October 2016
Date:
Budapest, Hungary
26-28 October 2016
2016
Pagination:
6 p.
Veröffentlicht in:
Proceedings of EuroCHRIE 2016 Conference
Le document apparaît dans:



 Datensatz erzeugt am 2017-02-14, letzte Änderung am 2019-06-11

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