Service improved, he explains, because servers and management were aligned in working toward a single goal and because the restaurant was able to find many people who wanted to work in the new environment. He also points to research that shows that because customers rarely change tips based on service, servers are incentivized to increase quantity rather than quality and target guests who are more likely to tip higher. Even if a tip does convey displeasure with service, that information may not even make it to a manager where it might be addressed.
Posted on: Thu, 15 Aug 2013 18:46:35 +0000
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