The escalation of international offshoring and outsourcing in recent years has resulted in a proliferation of “hybrid products” for the typical multinational enterprise, with multiple country affiliations for branding, design, manufacture, assembly and parts sourcing. However, little has...

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...

Purpose: The purpose of this study is to examine how customer race (Black vs White) influences the extent to which customers attribute an ambiguous service failure (i.e. subtle degradation of service) to discrimination and how perceived discrimination relates to customer anger and on-site...