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The Presenter’s Paradox in customer service interactions

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  • Kang, Christine
  • Wooten, David B.

Abstract

This study examines the Presenter’s Paradox in the context of customer–server interactions. Our findings from four studies suggest that, in response to service predicaments, restaurant servers frequently exhibit two tendencies that are misaligned with the preferences of their customers: they offer uninformative explanations to avoid revealing information that conveys an unfavorable impression, and they manage impressions on behalf of coworkers that cause service predicaments. These efforts lead to behaviors that do not satisfy the information needs of customers and result in less favorable financial outcomes (e.g., lower tips) for servers. This study contributes to the knowledge on impression management and customer service interactions.

Suggested Citation

  • Kang, Christine & Wooten, David B., 2020. "The Presenter’s Paradox in customer service interactions," Journal of Business Research, Elsevier, vol. 120(C), pages 94-102.
    • Handle: RePEc:eee:jbrese:v:120:y:2020:i:c:p:94-102
    DOI: 10.1016/j.jbusres.2020.07.041
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    References listed on IDEAS

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    1. Saunders, Stephen G. & Lynn, Michael, 2010. "Why tip? An empirical test of motivations for tipping car guards," Journal of Economic Psychology, Elsevier, vol. 31(1), pages 106-113, February.
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    3. Lynn, Michael & Grassman, Andrea, 1990. "Restaurant tipping: an examination of three 'rational' explanations," Journal of Economic Psychology, Elsevier, vol. 11(2), pages 169-181, June.
    4. Lynn, Michael, 2015. "Service gratuities and tipping: A motivational framework," Journal of Economic Psychology, Elsevier, vol. 46(C), pages 74-88.
    5. Kimberlee Weaver & Stephen M. Garcia & Norbert Schwarz, 2012. "The Presenter's Paradox," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(3), pages 445-460.
    6. Lynn, Michael & Zinkhan, George M & Harris, Judy, 1993. "Consumer Tipping: A Cross-Country Study," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 478-488, December.
    7. Lynn, Michael & McCall, Michael, 2000. "Gratitude and gratuity: a meta-analysis of research on the service-tipping relationship," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 29(2), pages 203-214.
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