Techniques for increasing servers' tips: How generalizable are they?
In a 1996 article in Cornell Hotel and Restaurant Administration Quarterly, Michael Lynn introduced the idea that restaurant managers could increase their servers' tips, and thereby reduce turnover, by training the servers to engage in one or more of seven tip-enhancing behaviors. Since then, the list of tip-enhancing behaviors has expanded, and a manual was produced to help managers train their servers in the use of these techniques. However, empirical support for the effectiveness of these behaviors rests on only a few studies that typically involve only one or two servers at a single restaurant. This study involves an internet survey of 1,066 restaurant servers from across the United States. Results indicate that servers who more frequently engage in the tip-enhancing behaviors report larger tips relative to those of coworkers. These findings support the effectiveness of the behaviors at increasing tips for a variety of different servers working at many different restaurants. Thus, restaurant managers are encouraged to train their servers to engage in these behaviors. © 2009 Cornell University.
Cornell Hospitality Quarterly
Lynn, Michael and McCall, Michael, "Techniques for increasing servers' tips: How generalizable are they?" (2009). Faculty Articles Indexed in Scopus. 1585.