Abstract

Tipping remains a crucial aspect of the service industry globally, serving as a major source of income for service workers and reinforcing social norms of rewarding good service. The intricate practice of tipping within the service industry is shaped by a confluence of economic, social, and psychological factors, deeply influencing both server and customer behaviours. Research on tipping dynamics shows that customers often face social pressures to tip regardless of service quality, while servers experience economic instability due to the variability of tips. My thesis explores tipping dynamics in the Canadian food service industry, through 12 semi-structured interviews and YouTube content analysis. By analysing the customer-server interaction and the socio-economic pressures surrounding tipping, my research uncovers how imposed service conditions affect the servers and customers individually, with a significant impact on their relationship. This research contributes to the literature by deepening the theoretical understanding of the impact of tipping on social, economic, and psychological dynamics within the Canadian service industry. For practitioners my research offers actionable insights for crafting equitable service policies that not only enhance customer satisfaction but also foster a more harmonious and rewarding environment for servers.