The Tipping Point: An investigation into the expectations, perceptions and preferences of tipping from the experience of hospitality employees in Scotland.
Abstract
Aim: The aim of this research paper was to explore the expectations, perceptions
and preferences of employees in the hospitality industry towards tipping. This aim
was approached with four objectives:
To assess and classify the importance of tips for hospitality employees and
understand the significance
To evaluate and classify employee perceptions of tipping, and what they
believe affects their tips.
To evaluate and classify employee preferences towards tipping systems.
To make recommendations for the best practice of tipping and inform
employers of the general preference.
Methods: In order to meet the aim outlined above, a quantitative online survey was
distributed through social media. The sample was designed for recruitment of current
or recent front of house staff in hospitality industry in Scotland. This obtained 50
respondents working in various parts of the industry over the last 12 months. The
sample was recognised as small and could have been expanded however time
restraints impacted the ability to do so.
Key Findings: The key findings of this study found that there was a general
preference for retaining the individual’s tips, however the division of tips with the rest
of those on the same shift was deemed the fairest. Furthermore, the biggest factor
identified for affecting tips from customers was the quality of service, and it can also
be seen that having a flexible service is important. Finally, tips showed to be an
important aspect for the majority of respondents as these added much need financial
support where needed.
Recommendations: The recommendations for future study were directed to
further exploring the findings and themes highlighted in greater depth as this was not
possible in this study due to the time restraints. Additionally, it is recommended to
specifically explore the importance of service quality as a factor which influences and
affects tips due to the identification of this as a new finding. Additionally, it can be
recommended that if time would allow a perspective from a management viewpoint
would provide an additional insight to the other side of the industry.