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Service quality and tipping: The moderating role of the quality of food
Abstract:

A substantial body of empirical research has analyzed the disparity between tip size and service evaluation but there has been surprisingly little emphasis on food quality. Since customers rate food quality relatively high along with service and atmosphere, the present study examined food quality as a moderator in the service–tipping relationship. The findings for a sample of 129 Israeli customers show that the relationship between service quality and tip size depends on the quality of the food. Customers who were satisfied with the service left a higher percentage of tips than customers who were less satisfied, when the quality of food was rated as reasonable. However, when the quality of food was rated as superb, there was no significant difference in tip size between customers who were satisfied with the service and customers who were less satisfied.

Keywords: Service quality Tipping behavior Quality of food
Author(s): .
Source: International Journal of Hospitality Management 31 (2012) 1327– 1329
Subject: مدیریت کیفیت و بهره وری
Category: مقاله مجله
Release Date: 2012
No of Pages: 3
Price(Tomans): 0
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