Tipping Required: Customer Response to Non-Voluntary Tipping Systems
This paper examines customer response to non-voluntary tipping systems as an emerging trend. The results of three studies suggest that non-voluntary tipping leads to higher customer anger than voluntary tipping, which leads to lower return intentions. Also, the effect of non-voluntary tipping is stronger under high (vs. low) quality service.
Ismail Karabas and Jeff Joireman (2019) ,"Tipping Required: Customer Response to Non-Voluntary Tipping Systems", in NA - Advances in Consumer Research Volume 47, eds. Rajesh Bagchi, Lauren Block, and Leonard Lee, Duluth, MN : Association for Consumer Research, Pages: 678-681.
Ismail Karabas, Murray State University, USA
Jeff Joireman, Washington State University, USA
NA - Advances in Consumer Research Volume 47 | 2019
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