TY  - JOUR
AB  - 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.
VL  - 15
IS  - 5
SN  - 0956-4233
DO  - 10.1108/09564230410564920
UR  - https://doi.org/10.1108/09564230410564920
AU  - Israeli Aviad A.
AU  - Barkan Rachel
PY  - 2004
Y1  - 2004/01/01
TI  - Developing a framework for rewards in combined production/service businesses: The case of tipping in the restaurant industry
T2  - International Journal of Service Industry Management
PB  - Emerald Group Publishing Limited
SP  - 444
EP  - 459
Y2  - 2024/04/26
ER  -