When do employees make the most in tips?

serverIn a research study that originated out of a class projects, two students (Joshua Bailey and Gladys Peralta) used real transaction data to study when servers and hairdressers receive the most tips respectively.  What they found was that in certain instances its not in the best interest of employees to up sell.  It may actually be more beneficial (in terms of tips) to down sell.  Their research was accepted to the Frontiers in Service Marketing Conference in Miami.  Their presentation is attached.Frontiers in Service Marketing – UMW – Miami – June 2014

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