Increasing tips in less than two hours : impact of a training intervention on the amount of tips received by restaurant employees

Fernandez, Sébastien (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Dufour, Florian (Haute école d’ingénierie et de gestion du canton de Vaud, HES-SO // Haute Ecole Spécialisée de Suisse Occidentale) ; Costa, Vânia (Ecole hôtelière de Lausanne, HES-SO // University of Applied Sciences Western Switzerland) ; Boer, Charlotte de (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) ; Golay, Philippe (Lausanne University Hospital, Switzerland ; University of Lausanne, Switzerland)

Previous studies have shown that restaurant employees who use tip-enhancing behaviors such as smiling, introducing oneself by one’s name or writing “thank you” on the bill receive more tips. The aim of this study is to evaluate the impact of a training intervention about tip-enhancing behaviors on the amount of tips received by restaurant employees. The sample of this study comprised 143 employees working in 62 restaurants. Sixty-nine participants took part in the training intervention and 74 were in the control condition. After the training intervention, the amount of tips received by the employees was tracked over 5 days. Results showed that participants who followed the training intervention used more tip-enhancing behaviors than the participants in the control group, that a higher use of tip-enhancing behaviors was related to higher amount of tips and that the effect of the training intervention on the amount of tips was fully mediated by an increase in the use of tip-enhancing behaviors.


Keywords:
Article Type:
scientifique
Faculty:
Economie et Services
School:
HEIG-VD
EHL
Institute:
Aucun institut
Subject(s):
Economie/gestion
Date:
2020-02
Pagination:
10 p.
Published in:
Cornell hospitality quarterly
Numeration (vol. no.):
2020, vol. 61, no 1, pp. 98-107
DOI:
ISSN:
1938-9655
Appears in Collection:



 Record created 2020-07-14, last modified 2020-10-27

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