The “Mask Effect” on the tips that customers leave restaurant servers

Brewster, Zachary W.; Gourlay, Kenneth

doi:10.1016/j.ijhm.2021.103068

Cited by 11 publications

(9 citation statements)

References 36 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…As COVID-19 has greatly changed the hospitality and tourism serivcescape due to social distancing and health and hygiene requirements (Kim and Liu, 2022; Yu et al , 2021), studies also addressed the indirect effects of COVID-19-coping measures such as mask-wearing (Brewster and Gourlay, 2021; Liang and Wu, 2022), social distancing (Zhang et al , 2021) and the effect of the adaptive restaurant service setting (Taylor, 2020) on consumer perceptions and behavioural responses. The issue of corporate social responsibility (CSR) deserves a special note here.…”

Section: Resultsmentioning

confidence: 99%

COVID-19 two years on: a review of COVID-19-related empirical research in major tourism and hospitality journals

Huang

Wang

2022

IJCHM

View full text Add to dashboard Cite

Purpose This study aims to provide a timely review of the COVID-19-related empirical research published in 19 quartile one (Q1) and quartile two (Q2) tourism and hospitality journals in social science citation index (SSCI). Design/methodology/approach A total of 407 COVID-19-related empirical papers were collected from the 19 SSCI Q1 and Q2 tourism and hospitality journals via Scopus database. Thematic content analysis was supplemented with Leximancer software to identify the research themes/subthemes, research methods and countries/regions of research. Findings The study found studies of COVID-19’s impact on consumer behaviour predominate in number, followed by studies on response actions and recovery strategies, impact on industry or sectors and impact on workers and employees. Based on the research themes identified, a knowledge mapping framework was produced. Over 70% of the studies used quantitative methods with quantitative survey as the dominant method of data collection. The USA and China were found to be the most studied countries. Research limitations/implications The study reviewed empirical research papers until January 2022 and covered most of the COVID-19-related empirical works in the field. An overview of the current state of COVID-19-related empirical research was provided with some critical discussions and suggestions for future research topics. Originality/value The findings give researchers a clear index for the current state of the art of COVID-19 research in hospitality and tourism. The paper provides practical implications for industry practitioners to retrieve relevant knowledge from the recent COVID-19-related literature in tourism and hospitality in coping with practical challenges brought by the COVID-19 pandemic.

show abstract

Section: Resultsmentioning

confidence: 99%

COVID-19 two years on: a review of COVID-19-related empirical research in major tourism and hospitality journals

Huang

Wang

2022

IJCHM

View full text Add to dashboard Cite

show abstract

“…Even facial feature can be an effective way to transfer emotion. Brewster and Gourlay (2021) found that wearing mask lowers the possibility for restaurant employees to obtain tips from customers. This confirms that restaurant servers' actions have a positive effect on customers' EC.…”

Section: Discussionmentioning

confidence: 99%

“…Based on the above literature review, it can be predicted that the facial expressions, voices, postures and other behaviors, and emotions of service personnel, may affect customers' emotions. Matilla and Enz (2002) and Brewster and Gourlay (2021) found that when customers' tipping behavior and EC are directly related to each other, customers' LT will increase. In past research on EC, similar views have been put forward (Jewell, 2008;Videbeck, 2004;Zhang et al, 2018), which show that the behaviors of service employees, such as body language, eye contact and desktop etiquette, all increase customers' susceptibility to EC.…”

Section: Server Actions and Emotional Contagionmentioning

confidence: 99%

Smiling for tips? Will restaurant servers’ actions affect customers’ emotional contagion and tipping behavior?

Hsiao

Chien

Yeh

et al. 2022

View full text Add to dashboard Cite

Purpose This study aims to examine the impacts of restaurant servers’ actions on the customers’ emotional contagion and the impacts of customers’ emotional contagion on their intention to tip and the likelihood of tipping. This study also explores social compliance and examines its impacts on customers’ intentions to tip and the likelihood of tipping. Design/methodology/approach Taking a restaurant in Taiwan as an example, this study uses questionnaires to investigate five constructs of the research framework, which are restaurant servers’ actions, restaurant customers’ susceptibility to emotional contagion, customers’ intention to tip, customers’ likelihood of tipping and customers’ social compliance. The questionnaires were distributed online using Surveycake website. A total of 310 completed questionnaires were collected. Findings The results indicate the following: restaurant servers’ actions positively affect customers’ susceptibility to emotional contagion; customers’ emotional contagion positively affects their intention to tip and likelihood of tipping; customers’ social compliance positively affects their intentions to tip and the likelihood of tipping; and customers’ emotional contagion partially mediates the effects of restaurant servers’ actions on customers’ intention to tip and likelihood of tipping. Originality/value The hypothesis test results in this article not only successfully integrate or confirm the research findings of past scholars, but also expand the scope of research on related topics. Furthermore, the research findings of this study provide restaurant practitioners with rich marketing implications.

show abstract

“…( Baldwin, 2020 , Brewster and Gourlay, 2020 , Centers for Disease Control and Prevention, 2022 , DiMaggio and Powell, 1983 , Fairlie et al, 2020 , García‐Feijóo and Jorgensen, 2010 , Gupta et al, 2021 , Gursoy et al, 2022 , Hua and Lee, 2014 , Jang and Park, 2019 , Johns Hopkins University & Medicine Coronavirus Resource Center, 2020 , Kim and Jang, 2021 , Manela and Moreira, 2017 , Ottenbacher and Harrington, 2009 , Storholm and Scheuing, 1994 , World Health Organization, 2021 , Yahoo! finance, 2022a , Yahoo!…”

Section: Uncited Referencesmentioning

confidence: 99%