Impact of Some Factors on Customer Tipping Behavior in some Restaurant | ||||
| International Academic Journal Faculty of Tourism and Hotel Management | ||||
| Article 6, Volume 1, Issue 1, October 2015, Page 111-130 PDF (505.33 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/ijaf.2015.95633 | ||||
 View on SCiNiTO | ||||
| Author | ||||
| Neven Abd El-Haleam | ||||
| High Institute of Tourism and Hotels (EGOTH) | ||||
| Abstract | ||||
| Tipping has become an important economic phenomenon as documented be economists, psychologists and hospitality management researchers. This study examined whether emotional labor strategies and the quality of the relationship with the manager could help negative affectivity employees to perform service (expressed as financial gains measured in tip size). The sample was composed of 150 employees who work in restaurant that were similar in terms of location, dining style and atmosphere. Questionnaire was used to collect data. The results revealed that negative affectivity had a positive effect on tip size when engaging in high surface acting or deep acting. However, this effect was not significant for employees who were less engaged in emotional labor strategies. Also, leader member exchange moderated the relationship between negative affectivity and tips such that negative affectivity was positively related to tips for employees with a high quality LMX relationship but was negatively relater to tips for employees with a low quality LMX relationship. Therefore, manager should foster a high quality relationship with employees to interaction between the employee and the customer. Thus have some effect on customers' emotions which subsequently influences their perception of service quality. | ||||
| Keywords | ||||
| Tipping behavior; Negative affectivity (NA) Emotional labor; leader member exchange (LMX) and Positive affectivity (PA) | ||||
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