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The Effect Of The Minimum Server Wage On Restaurant Guest Tipping Behavior And Perceptions, Jason Tang

UNLV Theses, Dissertations, Professional Papers, and Capstones

Restaurant server income is predominantly composed of tips received from guests and the minimum server wage received from restaurants. Grounded in equity theory, this dissertation investigated the effect of the minimum server wage, in combination with established antecedents of voluntary tipping, on tipping rate and examined guest perceptions of fairness of the minimum server wage and three prevalent tipping policies (voluntary tipping, automatic service charge, and service inclusive pricing). Two experiments were conducted, a 2 (minimum server wage) x 2 (service quality) experimental design, and a 2 (minimum server wage) x 3 (tipping policy) experimental design. The results revealed that …

Connection Or Competence: Emotional Labor Versus Service Quality As Antecedents To Customer Loyalty, Andrew Moreo

UNLV Theses, Dissertations, Professional Papers, and Capstones

Service delivery has become increasingly important in service heavy industries and particularly within restaurants. Within this segment, the employee’s ability to display the appropriate emotions is of great concern. The axiom “service with a smile”, has been a mainstay for many years. However, a frown has the opposite effect. The question has been raised, how do frontline employees manage their emotions so as to provide the service with the appropriate emotion and the feeling of a genuine connection? This form of labor has been coined, emotional labor, and has a research stream dedicated to its understanding.

This dissertation utilized a …