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.
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- The Impact of Unwarranted Tip Requests on Self-Conscious Emotions, Attitutdes, & Repatronage Intentions
Jacob L. Hiler
Dan H. Rice
Dora E. Schmit