Simon Were, Moses Miricho and Vincent Maranga
The purpose of this study was to investigate restaurant clientele tipping behavior and its inspiration on foodservice empathy within two- and three-star hotels in Kisumu County…
Abstract
Purpose
The purpose of this study was to investigate restaurant clientele tipping behavior and its inspiration on foodservice empathy within two- and three-star hotels in Kisumu County, Kenya. This was with the objective of analyzing the tipping effect on restaurant food service quality with an emphasis on Parasuraman, Zeithmal and Barry's empathy as a key dimension of quality in accordance to the SERVQUAL model.
Design/methodology/approach
For the purpose of this study, food service empathy was investigated in relation to the influence of tipping on restaurant food service quality. Further, a census of all the two and three star-rated hotels within Kisumu County was carried out. The study applied descriptive research design in the investigation on the tipping behavior and its inspiration on foodservice empathy. Moreover, simple random sampling was employed in the selection of clients since it yielded a sample that is representative of the population. Additionally, the study employed the use of questionnaires for collection of data, which were coded, analyzed and presented in frequencies, tables and graphs.
Findings
The study findings reveal that there is a significant relationship between rewards upon perception of service and food service empathy but failed to find a significant relation between incentives for improved future service as well as the social norms and foodservice empathy. However, in general, the study established a significant relationship between tipping and foodservice empathy in the sampled hotels in Kenya. Thus, in summary, at 95% confidence level, the study concluded that there is a significant relationship between tipping and foodservice empathy.
Research limitations/implications
This study was restricted on two and three-star hotels within Kisumu County in Kenya with a sample size of 384 respondents, which would otherwise limit the degree to which the findings were applied. Consequently, the study sought to collect data from restaurant clients although the access and, therefore, direct interaction were denied by some of the hotels. Further, this study employed a survey approach in the collection of data from restaurant clients in two and three-star hotels. Accordingly, there was minimal local and regional research literature available on the study topic.
Practical implications
Tipping in the context of the broad global service industry, including hospitality's restaurant food service, is as old as Roman times. However, tipping is practiced differently across the world with some countries practicing while other countries not practicing the act of tipping. For that reason, tipping is not regulated in some of the countries including Kenya and therefore the lack of policy. Nonetheless, tipping is perceived to be the genesis of food service failures as a result of discriminatory restaurant food service in addition to increasing costs of eating out. This study therefore sought to investigate restaurant tipping behavior and its inspiration on foodservice empathy. The study results might be applied in policy formulation in order to curb the negative effect of tipping on food service empathy.
Originality/value
Minimal studies have been instituted and published in the area of tipping and service quality relationship with an emphasis on each of Parasuraman, Zeithmal and Berry's dimensions of quality. This research survey, therefore, sought to collect data from restaurant clients in two and three-star hotels within Kisumu County in Kenya and therefore investigated restaurant clientele tipping behavior and its inspiration on food service empathy.
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This paper evaluates the only industry-wide process initiated by a union through collective bargaining to reorganize traditional work systems and transform labor relations. It…
Abstract
This paper evaluates the only industry-wide process initiated by a union through collective bargaining to reorganize traditional work systems and transform labor relations. It analyzes attempts over the past decade by the United Steelworkers of America to introduce its model for a more participative work system in an effort to gain access to business information, share in business decision making, improve quality, reduce costs, and build better relations between management and the union in the U.S. basic steel industry. This study shows that the Cooperative Partnership Agreements have produced mixed results. Using survey and interview data, the paper compares plants that successfully implemented the CPA with those that did not and analyzes the reasons for the variation in their impact. Further the paper draws out the lessons from this unique union-driven contractual approach to industry reform.
Pre-colonization, Tribes lived in ways that were well-adapted to natural hazards and stewarded the environment respectfully. Colonization and the federal reservation system have…
Abstract
Pre-colonization, Tribes lived in ways that were well-adapted to natural hazards and stewarded the environment respectfully. Colonization and the federal reservation system have stuck Tribes in static, often hazard-prone, areas; removing their foundational capabilities for avoiding disaster and environmental hazard impacts. The premise of ceded lands and the reservation system was a trust responsibility of the federal government to provide resources for continuing self-governance of Tribal Nations. Fulfillment of the federal government’s trust responsibility to Tribal Nations in the realm of climate change and disasters is predicated on the provision of sufficient resources for the Tribal Nation itself to properly govern. The trust responsibility is not fulfilled through the federal government allowing applications to program-dictated grant opportunities or even consistent, yet insufficient, recurring funding for disaster management. Nor is the trust responsibility fulfilled through the preparation and resourcing of outside entities – local, state, and up to the federal government itself – to enact disaster management actions on sovereign lands. The ability of a nation to develop and administer governmental programs and services independent of outside interference is the very foundation of sovereignty and self-determination. The fulfillment of the trust responsibility for disaster management hinges, therefore, on the allocation of sufficient resources and legal space for self-governance for Tribal Nations to return to pre-colonization levels of capability and sovereignty for disaster management for their citizens and residents.
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Purpose – A placebo effect is a (positive) change in health outcomes that is due to a (positive) change in beliefs about the value of a treatment. Placebo effects might be…
Abstract
Purpose – A placebo effect is a (positive) change in health outcomes that is due to a (positive) change in beliefs about the value of a treatment. Placebo effects might be “behavioral,” in the sense that revised beliefs lead to behavioral changes or new actions that in turn yield changes in health outcomes. Placebo effects might also include a “physiological” component, which refers broadly to non-behavioral, brain-modulated mechanisms by which new beliefs cause changes in health outcomes. Nearly all formal economic models of human behavior are consistent with behavioral placebo effects, but strongly inconsistent with their physiological counterparts. The reason is that the latter effects can imply that expectations enter, rather than multiply, state-contingent preferences. It is therefore unfortunate that little evidence exists on physiological placebo effects. We report data from novel clinical experiments with caffeine that seek to provide such evidence.
Methods – Subjects visit the clinic on multiple occasions. On each visit they ingest either a placebo or caffeine pill. Subjects only know the probability with which the pill includes caffeine. We obtain physiological measurements prior to ingestion and at 30, 60, and 90min after ingestion. Importantly, we constrain subjects to remain seated and read pre-selected magazines during the interval between treatment and outcome measurement.
Findings – Our design provides particularly clean inference because it (i) eliminates the possibility of behavioral confounds; (ii) provides for measurements at the individual level; (iii) manipulates beliefs without deception; and (iv) uses salient rewards. We find evidence for the existence of physiological placebo effects mediated by expectations.
Implications – Our results are consistent with the possibility that the prefrontal cortex provides external, top-down control that modulates physiological outcomes, and make a case for the importance of research geared toward developing appropriate and tractable frameworks that accommodate non-linear relationships between expectations and preferences.
Anna Sutton, Helen M Williams and Christopher W Allinson
The purpose of this study is to investigate whether self-awareness, which is associated with general well-being and positive life outcomes, is also of specific benefit in the…
Abstract
Purpose
The purpose of this study is to investigate whether self-awareness, which is associated with general well-being and positive life outcomes, is also of specific benefit in the workplace. The authors tested the relationship between self-awareness and job-related well-being, and evaluated two different interventions designed to improve dispositional self-awareness at work.
Design/methodology/approach
Full-time employees took part in these training interventions and completed questionnaires using a switching-replications design. Questionnaires measured dispositional self-attentiveness (reflection and rumination) and job well-being (satisfaction, enthusiasm and contentment) at three time points over a period of six weeks. Statistical analyses were complemented with qualitative analysis of reported impacts.
Findings
Self-awareness was positively associated with job-related well-being and was improved by training. Employees reported gaining a greater appreciation of diversity, improved communication with colleagues and increased confidence.
Research limitations/implications
Sample size limited the extent to which the relatively weak relationships between the concepts could be identified.
Practical implications
Self-awareness is demonstrated to be of value at work, associated with higher well-being and improvements in several positive occupational outcomes. The self-awareness training is more likely to result in active work-based improvements than in reflective changes.
Originality/value
Dispositional self-awareness is shown to be subject to change through training. The study demonstrates the value of self-awareness at work and identifies a range of related work outcomes.
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This paper is part of a study which attempts to take a different approach to understanding the events which occurred in the U. S. steel industry during the period 1945 to 1985. In…
Abstract
This paper is part of a study which attempts to take a different approach to understanding the events which occurred in the U. S. steel industry during the period 1945 to 1985. In undertaking to provide a different form of explanation, this project was principally concerned with searching for an understanding of how those in the industry chose to act in the manner they did. The findings presented demonstrate the extent to which organizational and industry history influence managers′ interpretations of the world in which they exist, and the possibilities for action within that interpretation. Attributions about ones′ self, and others, are slow to change. The narratives which reflect those attributions are important to the organization and to the development of strategic actions. The manner in which steel industry managers chose to understand their role, and the role of others in the industry, had a long‐term impact on the strategies they developed.
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These details and drawings of patents granted in the United States are taken, by permission of the Department of Commerce, from the ‘Official Gazette of the United States Patent…
Abstract
These details and drawings of patents granted in the United States are taken, by permission of the Department of Commerce, from the ‘Official Gazette of the United States Patent Office’. Printed copies of the full specification can be obtained, price 10 cents each, from the Commissioner of Patents, Washington, D.C., U.S.A. They are usually available for inspection at the British Patent Office, Southampton Buildings, Chancery Lane, London, W.C.2.