To display tip suggestion or not? Examining tip suggestion’s impact in technology-facilitated preservice tipping encounters

IF 4.4 3区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
Alei Fan, L. Wu, Yiran Liu
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引用次数: 3

Abstract

With empirical insights gained across a series of studies, the current research examines the technology-facilitated preservice tipping encounter. Drawing on the tip-enhancing literature and the spatial crowding theory, this research reveals the divergent impacts of tip suggestion on consumers’ tipping behaviors and their satisfaction with the digital payment experience. Our findings show that, while effective in elevating tipping amount, the presence of tip suggestion can frustrate consumers and impose a detrimental impact on their satisfaction with the online payment experience. Particularly, this effect is contingent on the design of the digital payment page: The negative effect of tip suggestion on satisfaction with the payment experience is more profound when the digital payment page follows a crowded layout but mitigated when the layout is spacious. Findings from the current research offer timely contributions to theory and practice with an evolving perspective on the technology-facilitated preservice tipping encounter.
提示小费还是不提示?研究小费建议对技术促进的离职前小费遭遇的影响
通过一系列研究获得的经验见解,目前的研究考察了技术促进的职前倾倒遭遇。本研究借鉴小费提升文献和空间拥挤理论,揭示了小费建议对消费者的小费行为及其对数字支付体验的满意度的不同影响。我们的研究结果表明,虽然小费建议可以有效地提高小费金额,但它会让消费者感到沮丧,并对他们对在线支付体验的满意度产生不利影响。特别是,这种影响取决于数字支付页面的设计:当数字支付页面遵循拥挤的布局时,提示建议对支付体验满意度的负面影响更为深刻,但当布局宽敞时,这种影响会减轻。当前研究的发现为理论和实践提供了及时的贡献,对技术促进的职前倾倒遭遇有着不断发展的视角。
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来源期刊
Journal of Hospitality & Tourism Research
Journal of Hospitality & Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
10.10
自引率
9.50%
发文量
54
期刊介绍: The Journal of Hospitality & Tourism Research (JHTR) is an international scholarly research journal that publishes high-quality, refereed articles that advance the knowledge base of the hospitality and tourism field. JHTR focuses on original research, both conceptual and empirical, that clearly contributes to the theoretical development of our field. The word contribution is key. Simple applications of theories from other disciplines to a hospitality or tourism context are not encouraged unless the authors clearly state why this context significantly advances theory or knowledge. JHTR encourages research based on a variety of methods, qualitative and quantitative.
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