2011
DOI: 10.1093/indlaw/dwr004
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A Worker-Employer-Customer Triangle: The Case of Tips

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Cited by 11 publications
(9 citation statements)
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“…Furthermore, some scholars posit that the employment relationship in service work is triangular, involving workers, manager and customers, because customers are directly involved in some aspects of the work relationship, including pay systems — such as tipping — and performance monitoring — for example through mystery shoppers or customer feedback surveys (Albin, ; Bolton and Houlihan, ; Gabriel, ; Leidner, ; Lopez, ). While some researchers highlight the different roles of customers in particular retail and hospitality contexts (Belanger and Edwards, ; Bolton and Houlihan, ), including the lack of power customers have in high‐end establishments where employees may have preferred status through their role as representatives of exclusive brands (Warhurst and Nickson, ), this article focuses on a context in which goods and services are low or averaged price, and where customers have relatively high status and control.…”
Section: Literature Reviewmentioning
confidence: 99%
“…Furthermore, some scholars posit that the employment relationship in service work is triangular, involving workers, manager and customers, because customers are directly involved in some aspects of the work relationship, including pay systems — such as tipping — and performance monitoring — for example through mystery shoppers or customer feedback surveys (Albin, ; Bolton and Houlihan, ; Gabriel, ; Leidner, ; Lopez, ). While some researchers highlight the different roles of customers in particular retail and hospitality contexts (Belanger and Edwards, ; Bolton and Houlihan, ), including the lack of power customers have in high‐end establishments where employees may have preferred status through their role as representatives of exclusive brands (Warhurst and Nickson, ), this article focuses on a context in which goods and services are low or averaged price, and where customers have relatively high status and control.…”
Section: Literature Reviewmentioning
confidence: 99%
“…In addition, some interviewees expect to be treated disrespectfully by certain customers, because of their relational superiority or 'customer sovereignty' (Korczynski & Ott 2004;Korczynski & Evans 2013), in which customers are encouraged to believe they have elevated social Labour and Industry 311 status and control over service transactions because of their financial power. The importance of customers to the employment relationship in service work accords with Albin's (2011) argument that the employment relationship in this context is triangular, involving workers, managers, and customers, as customers are directly involved in some aspects of the work relationship, such as tipping or performance monitoring, through mystery shoppers or customer feedback surveys. Some interviewees did not complain because they perceived their job to be the one that they would only occupy for a finite time whilst they were studying, rather than as part of their longer-term career.…”
Section: Discussionmentioning
confidence: 88%
“…In the decades that followed, wages, breaks and holidays were regulated by the boards, with the regulations enforced by a variety of means including a dedicated labour inspectorate (Kahn-Freund, 1948). Importantly, minimum wage rates were exclusive of tips (Albin, 2011). Evidence suggests that the wages boards system was relatively successful in creating a floor of universally applicable rights (Bayliss, 1962, p. 119), though, in the postwar context of full employment, wages tended to be rather higher than the legal minima: 'the state of the labour market was a more potent force in determining pay levels' (Commission of Industrial Relations, 1971, p. 22).…”
Section: A Transient Workforcementioning
confidence: 99%