Karabas, Ismail; Joireman, Jeff - In: Journal of Services Marketing 34 (2020) 7, pp. 983-997
Purpose: Non-voluntary tipping (e.g. automatic gratuity) has received growing attention in the service industry. Existing research suggests customers respond unfavorably to non-voluntary tipping, yet little research has examined why. The current study aims to address this question, with...