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The Role Of Tipping In The Service Relationship
[Place Et Role Du Pourboire Dans La Relation De Service]

Author

Listed:
  • Brigitte Auriacombe

    (EM - EMLyon Business School)

  • Veronique Cova

    (CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon)

Abstract

This paper investigates tipping as an interactive pratice through which the service relationship can be regulated. A qualitative study of clients and contact staff highlights three different tipping practices. The study also enables to understand how staff and customer interpret these three practices. Finally it enables to understand which practices fall under the regulation of the service relationship, and which do not.

Suggested Citation

  • Brigitte Auriacombe & Veronique Cova, 2014. "The Role Of Tipping In The Service Relationship [Place Et Role Du Pourboire Dans La Relation De Service]," Post-Print hal-01527882, HAL.
    • Handle: RePEc:hal:journl:hal-01527882
    Note: View the original document on HAL open archive server: https://hal.science/hal-01527882
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    References listed on IDEAS

    as
    1. Jean Gadrey, 1990. "Rapports sociaux de service : une autre régulation," Revue Économique, Programme National Persée, vol. 41(1), pages 49-70.
    2. 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.
    Full references (including those not matched with items on IDEAS)

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