Consumers’ confidence in companies has fallen due to recent and widespread violations of integrity and consumers’ voicing of discontent in weblog (blog) posts. Current research on integrity restoration offers little guidance regarding appropriate responses. We posit that not only what (with...

This study examines the effects of a no-tipping policy on online customer reviews in the restaurant industry. Relevant literature in hospitality and behavioral economics suggests that on average, no-tipping can reduce customer satisfaction. However, it remains unclear how customers might respond...