Restaurant Clients’ Tipping Behavior and Its Stimulus on Hospitality’s Service Reliability in Kenya: A Food and Beverage Service Quality Approach
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Date
2020
Authors
Were, Simon O
Miricho, Moses N
Maranga, Vincent N
Journal Title
Journal ISSN
Volume Title
Publisher
AkiNik Publications
Abstract
Tipping is thought to have adverse negative effects on food service reliability within the global
hospitality’s restaurant business. This is because of the general belief that tipping could be the origin of
selective and discriminatory service, with an inclination toward clients who are believed to tip thus
compromising service quality hence reliability. Therefore the purpose of this study was to establish the
relationship between tipping and food service reliability in hospitality’s restaurant operations in Kenya.
Descriptive research survey design was adopted while respondents constituted food service clients and
managers, who were selected via simple random sampling as well as purposive sampling respectively,
with a sample size of 384 respondents. The study established a statistical significant relationship
between the IV – tipping and the DV – food service reliability (P ˂ 0.05), thus rejected the null
hypothesis and concluded that there is a significant relationship between tipping and food service
reliability.
Description
A research article published in International Journal of Tourism and Hotel Management
Keywords
Incentives, Rewards, Social norm, Service quality
Citation
Were Simon, O., Miricho Moses, N., & Maranga Vincent, N. Restaurant clients’ tipping behavior and its stimulus on hospitality’s service reliability in Kenya: A food and beverage service quality approach.