Institutionalization of Tipping as a Source of Managerial Control
28 Pages Posted: 23 Feb 2003
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.
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