Testing servers' roles as experts and managers of tipping behaviour

Rachel Barkan, Aviad Israeli

Research output: Contribution to journalArticlepeer-review

29 Scopus citations

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.

Original languageEnglish
Pages (from-to)91-108
Number of pages18
JournalService Industries Journal
Volume24
Issue number6
DOIs
StatePublished - 1 Nov 2004

Fingerprint

Dive into the research topics of 'Testing servers' roles as experts and managers of tipping behaviour'. Together they form a unique fingerprint.

Cite this