The Effects of Visible Customer Characteristics on Servers’ Perceptions of Tipping: Potential Threats to Service Interactions

Abstract

This study examined the effects of customer race (i.e., Caucasian, African American, Hispanic, and Asian), gender (i.e., female and male), and attire (i.e., business and casual) on servers’ tip expectations and service intentions. The results indicate that customers in business attire are perceived as better tippers and targeted for better treatment than customers in casual attire. However, this main effect of attire was qualified by significant interactions with race and gender. The positive effects of business (vs. casual) attire were greater for African Americans than for Caucasians and for males than for females. The implications of these findings for the training and monitoring of restaurant servers are discussed.