The Impact of Unwarranted Tip Requests on Self-Conscious Emotions, Attitutdes, & Repatronage Intentions
Document Type
Article
Publication Date
1-1-2015
Abstract
Consumers are often presented with instances of unwarranted tip requests throughout their shopping experiences. Examples of these events include having a “tip line” on a take-out receipt when no service was received or a tip jar at a register in a convenience store location. These unwarranted tip requests present consumers with an unpleasant service experience causing a rise in self-conscious emotions which result in a change in attitude and repatronage intentions. Using a sample of 282 students from a Southeastern University, the authors conduct a 2x2 (tip request: request or no request; decision: tip or not tip) between subjects experimental design. This design examines the effects of tip requests and tipping on emotions, attitudes and repatronage intentions, and then provides evidence of a process model explaining the aforementioned effects.
Publication Source (Journal or Book title)
Developments in Marketing Science Proceedings of the Academy of Marketing Science
First Page
455
Recommended Citation
Hiler, J., Rice, D., & Schmit, D. (2015). The Impact of Unwarranted Tip Requests on Self-Conscious Emotions, Attitutdes, & Repatronage Intentions. Developments in Marketing Science Proceedings of the Academy of Marketing Science, 455. https://doi.org/10.1007/978-3-319-10912-1_147