Testing servers' roles as experts and managers of tipping behaviour

Rachel Barkan and Aviad Israeli

The Service Industries Journal, 2004, vol. 24, issue 6, 91-108

Abstract: This article studies the ability of servers to predict their own tips. A distinction is made between the two roles of servers with regard to tipping behaviour: the role of expert and the role of manager. As experts, servers understand the relations between several predictors and tip size, and are able to predict the tip they are about to receive. As managers, servers designate certain tip amounts, and then manage the service encounter so that their predictions are realised. This study maps the necessary conditions for an expert position and outlines the process for managing a service encounter. Empirical testing suggests that servers have an impressive predictive ability. The findings also offer some support to the view of the role of the server as manager.

Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:24:y:2004:i:6:p:91-108

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DOI: 10.1080/0264206042000299194

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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