Restaurant Tipping and Discrimination: Exploring the Implications of Automatic Gratuities

2017 ◽  
Vol 59 (3) ◽  
pp. 296-303 ◽  
Author(s):  
Todd Hall
Keyword(s):  
Service Quality ◽  
Racial Disparities ◽  
Future Research ◽  
Survey Experiment ◽  
Causal Mechanisms ◽  
Significant Difference ◽  
Tipping Behavior

Scholars have documented evidence of racial disparities in dining service quality and hypothesize that restaurant servers avoid or neglect minority patrons based on widespread perceptions that Black patrons tip less than their White counterparts. However, the precise causal mechanisms behind this discrimination remain unclear. If tipping expectations drive these racial disparities in service quality, automatic gratuities should mitigate discrimination. This survey experiment ( N = 349) randomly assigns servers to scenario-based surveys featuring either Black or White patrons and either discretionary or automatic gratuities to consider whether differences in four indicators of service quality persist when automatic gratuities hold tipping behavior constant across races. Survey respondents expected tips from Black parties that were about 11.3% lower than expected tips from White parties of eight ( p = .008). I find no significant differences in how respondents say they would treat their dining parties by race and gratuity type with one exception. Respondents to scenarios featuring voluntary tipping were more likely to say they would submit the order for their party of eight last when that party was White as opposed to Black. Meanwhile, there was no statistically significant difference for this service indicator by party race under automatic gratuities. The automatic gratuities reduced a disparity in service in an unexpected manner by inclining respondents to deprioritize the order for the Black party. Overall, future research that more robustly measures service quality is warranted to assess the role of automatic gratuities in mitigating discrimination in restaurant service.

scholarly journals Support of Workplace Diversity Policies: The Role of Race, Gender, and Beliefs about Inequality

2019 ◽  
Author(s):  
William Scarborough ◽  
Danny Lambouths ◽  
Allyson Holbrook
Keyword(s):  
Direct Evidence ◽  
Group Differences ◽  
Future Research ◽  
Workplace Diversity ◽  
Survey Experiment ◽  
Representation Of Women ◽  
Workplace Policies ◽  
Levels Of Support ◽  
Analyze Data

Workplace diversity policies are more effective when they are supported by managers and workers, but there is little direct evidence on how people feel about these policies or why they hold certain opinions. In this study, we analyze data from a survey experiment designed to assess public opinion about a range of workplace diversity policies. We examine how support for these policies among employed respondents varies by race, gender, and by the targeted population (i.e. whether the policies aim to improve the workplace representation of women or racial minorities). Using OLS regression models to analyze a diverse sample of employed persons participating in the survey, we find that women, blacks, and Latina/os are more supportive of diversity policies than men and whites, and a substantial portion of these gender/race differences can be explained by group-differences in the belief that discrimination causes inequality. In addition, we find that respondents report lower levels of support for workplace policies when these policies are framed as a mechanism to increase diversity than when they are framed as being needed to address discrimination or if no justification is given for the policy. Our findings highlight the role of inequality beliefs in shaping worker support for diversity policies, suggesting directions for future research on how such beliefs are developed.

Exploring the Role of Service Quality and Knowledge for Mobile Health Services

2020 ◽  
pp. 1632-1653
Author(s):  
Nabila Nisha ◽  
Mehree Iqbal ◽  
Afrin Rifat ◽  
Sherina Idrish
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Mobile Health ◽  
Information Quality ◽  
Effective Means ◽  
Healthcare Delivery ◽  
Healthcare Services ◽  
Future Research ◽  
Facilitating Conditions

The use of mobile technology-based services has made healthcare delivery more accessible and affordable in recent times. In fact, mobile health services today act as an effective means of providing healthcare knowledge to users directly from providers. However, the cynical behavior of users regarding this medium of healthcare services often encircles around the quality of such services. The aim of this paper is to examine the role of service quality and knowledge among other underlying factors that can influence future use intentions of m-Health services in the context of Bangladesh. The conceptual model of the study identifies that certain aspects of service qualities like reliability, privacy, responsiveness, empathy and information quality along with facilitating conditions, effort expectancy, performance expectancy and social influence plays an important role in capturing users' overall perceptions of mobile health services. Finally, the study highlights managerial implications, future research directions and limitations from the Bangladesh perspective.

scholarly journals The Effect of Music Therapy on Self-Reported Affect in Hospitalised Paediatric Patients

2021 ◽  
Author(s):  
◽  
Ruth Elizabeth Armstrong
Keyword(s):  
Music Therapy ◽  
Hospital Environment ◽  
Future Research ◽  
Psychosocial Needs ◽  
Clinical Notes ◽  
Significant Difference ◽  
Before And After ◽  
The Impact ◽  
Therapy Sessions

<p>The present research examines the effect of music therapy on the affect of hospitalised children. It took place on a paediatric ward of a New Zealand public hospital. This study aimed to investigate the role of music therapy in addressing patients' psychosocial needs. Literature on the impact of hospitalisation, and on the use of music therapy in hospitals and paediatrics was reviewed. The research involved an audit of the therapist's clinical notes from music therapy sessions over the course of seven months. The clinical notes included measurements of children's mood from the beginning and end of sessions, using McGrath's (1990) Affective Facial Scale. It was hypothesised that mood measures following music therapy would be higher than pre-music therapy scores. Statistical analysis of the facial scale data did not show a significant difference between 'before' and 'after' measures. These results were discussed with regard to a ceiling effect (this is, the measurements indicated patients were at the happy end of the scale before the music therapy session, so there was little room on the scale for mood to improve following music therapy). The measurement of emotion did not prove to be straightforward. The hospital environment may have influenced the patients' responses in a number of ways. These environmental influences are discussed with reference to examples from the clinical notes. The usefulness of facial scales in this context is discussed, as well as other limitations of the research. Suggestions for future research include the use of other mood measures, and the inclusion of measurements of parental mood and how this affects the child.</p>

scholarly journals DO HR PARTICES AFFECT SERVICE QUALITY OF FRONT LINE STAFF

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Farooq -E- Azam Cheema
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Quality Data ◽  
Future Research ◽  
Frontline Employees ◽  
Frontline Staff ◽  
Hr Practices ◽  
Recruitment And Selection

The basic objective of this study was to examine the role of HR practices like recruitment and selection, training, performance appraisal and rewards management in enhancing overall service quality of the frontline staff in the hotel industry in Karachi, Pakistan. Hypothetic deductive approach was used for examining the relationship between independent and dependent variables. Customer service dimensions used in this study were derived from the SERVQUAL model that included frontline staff appearance, reliability of service, responsibility among the staff, assurance of job related knowledge and etiquette and empathy. For the purpose of study 15 hotels and restaurants of various sizes with minimum 30 frontline employees were chosen. Ten frontline employees from reception staff, waiters/waitresses, housekeeping employees were chosen using quota sampling for data collection. Opinion of the frontline staff was sought through structured questions as to how the four HR practices are likely to affect quality of five dimensions of the customer service quality. Data was collected through a structured questionnaire and integrated through SPSS. Results of study showed that the two HR practices; training and rewards management significantly affect the service quality of the frontline staff and this effect is far stronger than the effect of other HR practices. This research will not only bring significant practical implications for better human resource management in hospitality sector but also provide important indicators for future research. The future study may aim at identifying various internal and external factors that affect efficacy of various HR practices and policies and consequently their contribution in enhancing service quality of staff. Studies are also needed to identify further impediments obstructing the positive influence of recruitment and selection and appraisal practices on service behavior and quality of the staff. The role of various intervening or mediating variables such as employee collaboration, organization culture can also be probed further.

scholarly journals The Effect of Music Therapy on Self-Reported Affect in Hospitalised Paediatric Patients

2021 ◽  
Author(s):  
◽  
Ruth Elizabeth Armstrong
Keyword(s):  
Music Therapy ◽  
Hospital Environment ◽  
Future Research ◽  
Psychosocial Needs ◽  
Clinical Notes ◽  
Significant Difference ◽  
Before And After ◽  
The Impact ◽  
Therapy Sessions

<p>The present research examines the effect of music therapy on the affect of hospitalised children. It took place on a paediatric ward of a New Zealand public hospital. This study aimed to investigate the role of music therapy in addressing patients' psychosocial needs. Literature on the impact of hospitalisation, and on the use of music therapy in hospitals and paediatrics was reviewed. The research involved an audit of the therapist's clinical notes from music therapy sessions over the course of seven months. The clinical notes included measurements of children's mood from the beginning and end of sessions, using McGrath's (1990) Affective Facial Scale. It was hypothesised that mood measures following music therapy would be higher than pre-music therapy scores. Statistical analysis of the facial scale data did not show a significant difference between 'before' and 'after' measures. These results were discussed with regard to a ceiling effect (this is, the measurements indicated patients were at the happy end of the scale before the music therapy session, so there was little room on the scale for mood to improve following music therapy). The measurement of emotion did not prove to be straightforward. The hospital environment may have influenced the patients' responses in a number of ways. These environmental influences are discussed with reference to examples from the clinical notes. The usefulness of facial scales in this context is discussed, as well as other limitations of the research. Suggestions for future research include the use of other mood measures, and the inclusion of measurements of parental mood and how this affects the child.</p>

scholarly journals The Role of Knowledge Management Infrastructure in Enhancing Job Satisfaction: A Developing Country Perspective

10.28945/4169 ◽  
2019 ◽  
Vol 14 ◽  
pp. 001-025 ◽  
Author(s):  
Ra'ed Masa'deh ◽  
Dmaithan Abdelkarim Almajali ◽  
Ala'aldin Alrowwad ◽  
Bader Obeidat
Keyword(s):  
Job Satisfaction ◽  
Developing Countries ◽  
Knowledge Management ◽  
Developing Country ◽  
Current Model ◽  
Future Research ◽  
Academic Rank ◽  
Significant Difference ◽  
The Impact

Aim/Purpose: This research aims to examine the role of Knowledge Management (KM) infrastructure (technological, structural, and cultural) in enhancing job satisfaction in the context of developing countries, as exemplified by Jordan. Background: Despite the presence of job satisfaction studies conducted in educational institutions across the world, knowledge management issues have not been taken into consideration as influencing factors. Methodology: A total of 168 responses to a questionnaire survey were collected from the academic staff at Zarqa University in Jordan. Multiple regression analysis was conducted to test the research hypotheses. Contribution: This study offers deeper understanding about the role that knowledge management infrastructure plays in enhancing job satisfaction from a developing country perspective. The proposed model is tested the first time in Jordan. Findings: Results of the current study revealed that there are significant positive impacts of technological and cultural KM infrastructures on job satisfaction, whereas structural KM infrastructure does not have a significant impact on job satisfaction. Also, the results revealed significant gender difference in perception of the impact of knowledge management infrastructure on job satisfaction. On the other hand, an ANOVA test found no significant difference in the impact of knowledge management infrastructure on job satisfaction among groups by age, experience, and academic rank. Recommendation for Researchers: Our findings can be used as a base of knowledge for further studies about knowledge management infrastructure and job satisfaction following different criteria and research procedures. Future Research: The current model can be applied and assessed further in other sectors, including public universities and other services sectors in developed and developing countries.

scholarly journals Beauty and Elegance: Value Co-Creation in Cosmetic Surgery Tourism

SAGE Open ◽  
2020 ◽  
Vol 10 (2) ◽  
pp. 215824402093253 ◽  
Author(s):  
Salman Majeed ◽  
Zhimin Zhou ◽  
Haywantee Ramkissoon
Keyword(s):  
Quality Of Life ◽  
Service Quality ◽  
Cosmetic Surgery ◽  
Medical Service ◽  
Medical Tourism ◽  
Future Research ◽  
Emotional Attachment ◽  
Mediating Role

This study presents an emerging trend in medical tourism, cosmetic surgery tourism (CST). We explore tourists’ perceptions of CST for medical service quality as an antecedent to tourists’ emotional attachment, trust, and intentions to visit, which is underexplored in CST. This study examines the mediating role of value co-creation in influencing behaviors of CST-seeking tourists to experience a better quality of life. Using a sample drawn from 279 tourists, comprised of Australian, Japanese, and Chinese nationalities at two international airports in China, findings show that perceived medical service quality positively influences tourists’ emotional attachment, trust, and intentions to visit directly and through the mediating role of value co-creation across the three nationalities. CST-seeking tourists’ inputs in value co-creation may positively influence their behaviors, which are vital antecedents to promoting CST business. Implications for future research are discussed.

The Influence of Higher Education Service Quality on Behavioural Intention: The Mediating Role of Student Happiness

2019 ◽  
Vol 118 (10) ◽  
pp. 444-458 ◽  
Author(s):  
Musabeh Surour Hamad Binnawas ◽  
Gamal S. A. Khalifa ◽  
Amyia Bhaumick
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Behavioral Intention ◽  
Social Needs ◽  
Mediating Effect ◽  
Future Research ◽  
Mediating Role ◽  
Education Service ◽  
Questionnaire Method

Higher education frameworks in numerous nations have extended drastically to meet growing economic and social needs. Educational policies, structures and practices have been essentially affected by globalization. Some of these progressions have been driven by financial forces, while others have been driven by political, technological, and social powers. Globalization's effect on education has brought on a reconsidering of numerous ranges in education, including its purpose, structure, pedagogy, content, instructional methodology, and outcomes assessment. The study aims to investigate the casual relationship between service quality and student behavioral intention, as well as, the mediating effect of student happiness. In the current study, the researcher adopted the quantitative technique (using questionnaire method) to achieve the research aim. SPSS25 and Smart PLS3 are implemented for data analysis. The results revealed that higher education service qualities; and student happiness, have a positive effect on student behavioral intention. In addition, student happiness mediates the relationship between higher education service quality and student behavioral intention. Theoretical and practical implications are introduced as well as suggestions for future research.

Demographic differences in Jordanian bank service quality perceptions

2017 ◽  
Vol 35 (2) ◽  
pp. 275-297 ◽  
Author(s):  
Akram Al-jazzazi ◽  
Parves Sultan
Keyword(s):  
Service Quality ◽  
Demographic Variables ◽  
Future Research ◽  
Demographic Differences ◽  
Content Type ◽  
Perceived Service Quality ◽  
Significant Difference ◽  
Demographic Subgroup ◽  
Demographic Subgroups ◽  
Post Hoc

Purpose The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers. Design/methodology/approach Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference post hoc tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion. Findings BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions. Research limitations/implications The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability. Practical implications The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently. Originality/value This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.

scholarly journals Adolescents’ Perception of Father’s Nurturance and Its Relation with Self- Efficacy and Academic Motivation

2017 ◽  
Vol 4 (3) ◽  
Author(s):  
Alethea Baracho ◽  
Anthea Mendonsa
Keyword(s):  
Self Efficacy ◽  
Quantitative Data ◽  
Academic Motivation ◽  
Pearson Correlation ◽  
Future Research ◽  
Academic Motivation Scale ◽  
Significant Difference ◽  
Motivation Scale ◽  
North And South

The present study was conducted to examine the role of Adolescent’s Perception of Father’s Nurturance on Self- efficacy and Academic Motivation. It also aimed at exploring whether Adolescent Perception of Father’s Nurturance differs in relation to type of family and religion. A total of 200 adolescents from North and South Goa (91 females and 109 males) between the ages of 16-18 years were selected for the purpose of the study. The Nurturant Fathering Scale (FNS) by Finley & Schwartz; The Self- Efficacy Questionnaire for Children (SEQ-C) by Muris and The Academic Motivation Scale for High School (AMS-HS-28) version by Vallerand et al were administered to obtain quantitative data on the variables. The data was analyzed with the help of z- test, Pearson Correlation and ANOVA. Results of the study revealed that there is a weak positive correlation between Adolescent’s Perception of Father’s Nurturance and Self-Efficacy and Academic Motivation. With respect to type of family, no difference was found in Adolescent Perception of Father’s Nurturance. However, a significant difference in the same was found in relation to religion. Limitations of the study and implications for future research have been discussed.

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