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Institutionalization of Tipping as a Source of Managerial Control

Ogbonna, Emmanuel Okechukwu and Harris, Lloyd C. 2002. Institutionalization of Tipping as a Source of Managerial Control. British Journal of Industrial Relations 40 (4) , pp. 725-752. 10.1111/1467-8543.00254

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This paper explores, investigates and analyses the rationale, approach and outcomes of the attempts by management to control the behaviour of front–line service workers through the institutionalization of customer tipping. It presents evidence generated from an in–depth case study of a highly successful UK restaurant group to suggest that the management of tipping is a way of controlling the behaviour of front–line service workers. However, rather than view such control as purely exploitative and one–sided, it is argued that there is a degree of ‘mutual instrumentality’, in that the findings suggest that workers voluntarily and consciously submit to subjugation for purely instrumental benefits.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Publisher: Wiley
ISSN: 0007-1080
Last Modified: 04 Jun 2017 04:24

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