{"title":"技术辅助下的职前小费体验中的操纵效应","authors":"Alei Fan, Laurie Wu, Chang Ma, Peihao Wang","doi":"10.1177/19389655241235106","DOIUrl":null,"url":null,"abstract":"Drawing on persuasion theory and persuasion knowledge theory, this research evaluates the technology-facilitated preservice tipping practices and tipping enhancement strategies currently employed by food ordering and delivery service platforms such as Uber Eats. The findings from two empirical experimental studies show that, in the technology-facilitated preservice tipping encounter, the presence of a reason to tip increases customers’ tipping amount and lowers their inferred manipulative intent of tipping. The lowered inferred manipulative intent of tipping reduces dissatisfaction with the payment experience and enhanced intention to use such a payment app for future service. However, the adoption of additional server personalization attenuates the positive impact of providing tipping reason on the inferred manipulative intent, dissatisfaction with the payment experience and intention to use such a payment app for future service. The research findings offer practical implications to contemporary hospitality practitioners when facing the emerging technology-facilitated preservice tipping encounters, reminding the marketers about customers’ awareness of and reactance toward firms’ persuasion efforts to make customer spend more.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":"41 1","pages":""},"PeriodicalIF":3.4000,"publicationDate":"2024-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The Manipulative Effects in the Technology-Facilitated Preservice Tipping Experience\",\"authors\":\"Alei Fan, Laurie Wu, Chang Ma, Peihao Wang\",\"doi\":\"10.1177/19389655241235106\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Drawing on persuasion theory and persuasion knowledge theory, this research evaluates the technology-facilitated preservice tipping practices and tipping enhancement strategies currently employed by food ordering and delivery service platforms such as Uber Eats. The findings from two empirical experimental studies show that, in the technology-facilitated preservice tipping encounter, the presence of a reason to tip increases customers’ tipping amount and lowers their inferred manipulative intent of tipping. The lowered inferred manipulative intent of tipping reduces dissatisfaction with the payment experience and enhanced intention to use such a payment app for future service. However, the adoption of additional server personalization attenuates the positive impact of providing tipping reason on the inferred manipulative intent, dissatisfaction with the payment experience and intention to use such a payment app for future service. The research findings offer practical implications to contemporary hospitality practitioners when facing the emerging technology-facilitated preservice tipping encounters, reminding the marketers about customers’ awareness of and reactance toward firms’ persuasion efforts to make customer spend more.\",\"PeriodicalId\":47888,\"journal\":{\"name\":\"Cornell Hospitality Quarterly\",\"volume\":\"41 1\",\"pages\":\"\"},\"PeriodicalIF\":3.4000,\"publicationDate\":\"2024-03-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Cornell Hospitality Quarterly\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.1177/19389655241235106\",\"RegionNum\":4,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Cornell Hospitality Quarterly","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1177/19389655241235106","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
The Manipulative Effects in the Technology-Facilitated Preservice Tipping Experience
Drawing on persuasion theory and persuasion knowledge theory, this research evaluates the technology-facilitated preservice tipping practices and tipping enhancement strategies currently employed by food ordering and delivery service platforms such as Uber Eats. The findings from two empirical experimental studies show that, in the technology-facilitated preservice tipping encounter, the presence of a reason to tip increases customers’ tipping amount and lowers their inferred manipulative intent of tipping. The lowered inferred manipulative intent of tipping reduces dissatisfaction with the payment experience and enhanced intention to use such a payment app for future service. However, the adoption of additional server personalization attenuates the positive impact of providing tipping reason on the inferred manipulative intent, dissatisfaction with the payment experience and intention to use such a payment app for future service. The research findings offer practical implications to contemporary hospitality practitioners when facing the emerging technology-facilitated preservice tipping encounters, reminding the marketers about customers’ awareness of and reactance toward firms’ persuasion efforts to make customer spend more.
期刊介绍:
Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.