Restaurant servers' perceptions of customer tipping intentions
Customer reactions to service encounters have been studied with surprisingly little emphasis on how servers' perceive customers. If tips are an incentive to reward service then beliefs about consumers' tipping habits may impact service delivery. An extensive survey of restaurant servers revealed that regular patrons and males were thought to be the best tippers; teenagers the worst. Females perceived males, African-Americans and foreign customers to be better tippers than did males; self reported tip income for males was greater than for females. Server ethnicity was not a factor. Systematic monitoring of these server perceptions may ensure more homogeneous service delivery. © 2009 Elsevier Ltd. All rights reserved.
International Journal of Hospitality Management
McCall, Michael and Lynn, Ann, "Restaurant servers' perceptions of customer tipping intentions" (2009). Faculty Articles Indexed in Scopus. 1552.