Purpose: In the absence of direct employee involvement, customers sharing knowledge and know-how with other customers during self-service encounters is key for promoting service quality. This study assessed the extent to which customer support and help during self-service encounters could...

From a mainstream economic perspective, tipping is often seen as a rather anomalous or irrational economic activity since consumers could legally and willingly avoid paying tips altogether. Nevertheless, this pervasive economic activity generates tens of billions of dollars in income a year,...

Purpose – This paper aims to present a definition of social marketing that considers the purpose and role of social marketing beyond behaviour change. Design/methodology/approach – The paper reviews present social marketing definitions and then bolsters its underlying theoretical structure...

Purpose – Many service employees rely on non-contractual voluntary customer tips as a major source of their income. The purpose of this paper is to empirically test the relationship between the service employee’s cognitive evaluation of the tip (expectations-disconfirmation tip gap),...