Shih, I-Hsuan; Jai, Tun-Min (Catherine); Chen, … - In: International Journal of Contemporary Hospitality Management 31 (2019) 8, pp. 3058-3076
Purpose: In hotels, room attendants are often invisible to hotel guests. This study aims to understand how customers would increase their voluntary tips when there was less or no personal interaction and communication between customers and service providers. Specifically, the purpose of this...