Work

Institutionalization of Tipping as a Source of Managerial Control

Year: 2002

Type: article

Abstract: 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.

Source: British Journal of Industrial Relations

DOI: 10.1111/1467-8543.00254

Authors: Emmanuel Ogbonna, Lloyd C. Harris

Institution: Cardiff University

Language: English

Topic: Management and Organizational Studies

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDGs: Decent work and economic growth, Peace, justice, and strong institutions

Open Access status: green

Funder: British Academy