search query: @author Harris, L.C. / total: 11
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| Author: | Ogbonna, E. Harris, L.C. |
| Title: | Institutionalization of tipping as a source of managerial control |
| Journal: | British Journal of Industrial Relations
2002 : DEC, VOL. 40:4, p. 725-752 |
| Index terms: | Management control Service industries |
| Freeterms: | Institutionalization Tipping |
| Language: | eng |
| Abstract: | This paper explores 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. |
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