The Effect of Mutual Introductions and Addressing Customers by Name on Tipping Behavior in Restaurants

Abstract

This study tested the effect of mutual introductions and calling customers by name on tipping behavior in restaurants. We hypothesized that mutual introductions at the beginning of the service encounter would result in larger tips. We also asked whether customer age would moderate the effect of mutual introductions on tipping behavior. Two female food servers waited on 194 customers and either facilitated mutual introductions (i.e., food servers introduced themselves by name and then invited customers to do likewise) or did not. Then, servers either used the customers’ names throughout the service interaction or did not. Finally, servers estimated customers’ ages. Multiple regression analysis indicated that food servers received a 6% increase in tips when they invited introductions and addressed customers by name than when they did not. However, customers’ estimated age was not associated with tipping behavior.