THE IMPACT OF SERVICE QUALITY ATTRIBUTES ON CUSTOMERS’ TIPPING BEHAVIOR IN EGYPTIAN RESTAURANTS | ||
| The Scientific Journal of the Faculty of Tourism and Hotels, Alexandria University | ||
| Article 13, Volume 12, Issue 2, December 2015, Pages 35-50 PDF (401.96 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/thalexu.2015.45785 | ||
| Author | ||
| Hossam Said Shehata | ||
| Faculty of Hotels and Tourism - Alexandria University | ||
| Abstract | ||
| The literature includes several studies that addressed the factors that motivate customers to leave tips, but most of these studies have been conducted in western countries and USA. On the other hand, there are little published researches that addressed such tipping motives in eastern countries. Therefore, this research investigates the impact of service quality on tipping behavior in Egypt. In order to answer the questions of this research, convenience sampling technique was employed and a total of 651 valid questionnaires were collected from Egyptian restaurant customers. Findings show that most Egyptians agreed that they tip in order to reward service quality. This research extends the body of knowledge on tipping as it is considered one of the first studies that addresses the tipping motives in an eastern country and whether it differs from western countries. Finally, restaurant managers should employ these findings to design training programs for service employees in order to raise their awareness of the most important reasons that stimulates customers’ desire to tip | ||
| Keywords | ||
| Tipping motives; service quality attributes; server friendliness; server attentiveness and Egypt | ||
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