“…Sociologists have been interested in service work and its requirements for managing emotions (Soares, 2003;Hochschild, 1983;Jeantet, 2003;Diefendorff et al, 2005). A number of authors have described the emotion "management" involved in food service (Compagnat, 1985;Hall, 1993;Tibbals, 2007;Fellay, 2010) and the challenges involved when tipping at the customer's discretion is an important part of food servers' revenue, as it is in North America (Lynn and McCall, 2000;Hubbard et al, 2003;Laperri ere et al, 2010).…”