Institutionalization of Tipping as a Source of Managerial Control

28 Pages Posted: 23 Feb 2003

See all articles by Emmanuel Ogbonna

Emmanuel Ogbonna

Cardiff University - Human Resource Management Section

Lloyd C. Harris

Cardiff University - Marketing & Strategy Section

Abstract

This paper explores, investigates and analyses the rationale, approach and outcomes of the attempts by management to control the behaviour of front-line service workers through the institutionalization of customer tipping. It presents evidence generated from an in-depth case study of a highly successful UK restaurant group to suggest that the management of tipping is a way of controlling the behaviour of front-line service workers. However, rather than view such control as purely exploitative and one-sided, it is argued that there is a degree of 'mutual instrumentality', in that the findings suggest that workers voluntarily and consciously submit to subjugation for purely instrumental benefits.

Suggested Citation

Ogbonna, Emmanuel and Harris, Lloyd C., Institutionalization of Tipping as a Source of Managerial Control. Available at SSRN: https://ssrn.com/abstract=368727

Emmanuel Ogbonna (Contact Author)

Cardiff University - Human Resource Management Section ( email )

Cardiff CF10 3EU
United Kingdom

Lloyd C. Harris

Cardiff University - Marketing & Strategy Section ( email )

Cardiff CF10 3EU
United Kingdom

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