Main Article Content

Abstract

Purpose of study: The purpose of this study was to investigate the tipping consequence of restaurant food service responsiveness.


Methodology: The study employed a descriptive survey approach within Kisumu County in Kenya, with a focus on classified hotel restaurant (dependent). A simple random sampling methodology was applied in the selection of restaurant clients, with a sample size of 384 respondents.


Main Findings: According to the study, tipping was found to have an effect on foodservice responsiveness (P ˂ 0.05), and thus a clear indication that foodservice responsiveness is dependent on tipping within classified dependent restaurants in Kisumu County, Kenya.


Limitations: The study captured dependent restaurants in star-rated hotels within Kisumu County. Therefore, the results of the study may be applied with caution outside the scope of the study.


Social Implications: Since its inception, tipping has been thought of as an incentive towards quality food service provision, hence customer satisfaction and retention. However, tipping has had a negative influence on foodservice responsiveness and therefore a compromise on food service quality, customer satisfaction and retention.


Originality: There is insufficient literature on the topic, although with a handful on the relationship between service quality and tipping. This study will, therefore, fill the gap and used as a benchmark for other studies within not only the hospitality industry but the entire service industry. As a result, the study will be utilized both in policy and practice.

Keywords

Tipping Service Quality Customer satisfaction Food Service Service Failure

Article Details

How to Cite
O., W. S., N., M. M., & N., M. V. (2020). THE TIPPING CONSEQUENCE ON HOSPITALITY’S RESTAURANT FOOD AND BEVERAGE SERVICE RESPONSIVENESS IN KISUMU COUNTY - KENYA. International Journal of Tourism & Hospitality Reviews, 7(1), 11-19. Retrieved from https://giapjournals.com/ijthr/article/view/2788

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