Developing a framework for rewards in combined production/service businesses

Emerald - Tập 15 Số 5 - Trang 444-459 - 2004
Aviad A.Israeli1, RachelBarkan2
1Department of Hotel and Tourism Management, Ben‐Gurion University of the Negev, Beer‐Sheva, Israel
2Department of Business Administration, Ben Gurion University of the Negev, Beer Sheva, Israel

Tóm tắt

Examines monetary rewards in businesses that combine technical and functional aspects of service. Focusing on the restaurant industry, develops a framework that explains tipping as a reward for the two service dimensions. The technical elements of service are rewarded by dollar tip and the functional elements of service are rewarded by percent tip. An overlap between technical and functional elements results in a conflict between dollar tip and percent tip and, it is suggested, result in a magnitude effect. The framework was tested empirically in a sample of restaurants. The findings indicated that customers' evaluation of the service interaction can be summarized by four main components. Multiple regressions provide initial support to the framework, tying the technical elements to dollar tip and functional elements to percent tip.

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Emerald

Tập 15 Số 5

444-459

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