Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships
This study analyzes tipping practices and policies in Zimbabwe's hotel industry from the perspective of restaurant waiters. The majority of respondents reported that discretionary tipping, as opposed to service charges, is the norm and that most hotels have a tip-pooling system. The findings sh...
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| Language: | English |
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Routledge
2021
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| Online Access: | https://doi.org/10.1080/15378020.2011.624054 https://www.tandfonline.com/doi/abs/10.1080/15378020.2011.624054 http://hdl.handle.net/11408/4315 |
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| author | Mkono, Muchazondida |
| author_facet | Mkono, Muchazondida |
| author_sort | Mkono, Muchazondida |
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| description | This study analyzes tipping practices and policies in Zimbabwe's hotel industry from the perspective of restaurant waiters. The majority of respondents reported that discretionary tipping, as opposed to service charges, is the norm and that most hotels have a tip-pooling system. The findings show that guests who are expected to tip well, based largely on stereotypes as well as past tipping behavior, get better service treatment from waiters. Among themselves, waiters said that the culture of tipping has a huge impact on their work relationships. Most waiters presumed the pooling of tips to be an unfair practice. |
| format | Article |
| id | ir-11408-4315 |
| institution | My University |
| language | English |
| publishDate | 2021 |
| publisher | Routledge |
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| spelling | ir-11408-43152022-06-27T13:49:06Z Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships Mkono, Muchazondida Tipping Waiters Service delivery Relationships Hotels This study analyzes tipping practices and policies in Zimbabwe's hotel industry from the perspective of restaurant waiters. The majority of respondents reported that discretionary tipping, as opposed to service charges, is the norm and that most hotels have a tip-pooling system. The findings show that guests who are expected to tip well, based largely on stereotypes as well as past tipping behavior, get better service treatment from waiters. Among themselves, waiters said that the culture of tipping has a huge impact on their work relationships. Most waiters presumed the pooling of tips to be an unfair practice. 2021-06-01T12:59:34Z 2021-06-01T12:59:34Z 2011 Article 1537-8020 1537-8039 https://doi.org/10.1080/15378020.2011.624054 https://www.tandfonline.com/doi/abs/10.1080/15378020.2011.624054 http://hdl.handle.net/11408/4315 en Journal of Foodservice Business Research;Vol. 14; No. 4: p. 414-425 open Routledge |
| spellingShingle | Tipping Waiters Service delivery Relationships Hotels Mkono, Muchazondida Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| title | Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| title_full | Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| title_fullStr | Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| title_full_unstemmed | Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| title_short | Tipping practices and policies in Zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| title_sort | tipping practices and policies in zimbabwe's hotel industry: impacts on restaurant waiters' service delivery and work relationships |
| topic | Tipping Waiters Service delivery Relationships Hotels |
| url | https://doi.org/10.1080/15378020.2011.624054 https://www.tandfonline.com/doi/abs/10.1080/15378020.2011.624054 http://hdl.handle.net/11408/4315 |
| work_keys_str_mv | AT mkonomuchazondida tippingpracticesandpoliciesinzimbabweshotelindustryimpactsonrestaurantwaitersservicedeliveryandworkrelationships |