THE ROLE OF TIPPING IN THE SERVICE RELATIONSHIP

PLACE ET ROLE DU POURBOIRE DANS LA RELATION DE SERVICE

Brigitte Auriacombe () and Veronique Cova ()
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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

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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.

Keywords: tipping; service relationship; regulation; interpretative repertoire; pourboire; relation de service; régulation; répertoire interprétatif (search for similar items in EconPapers)
Date: 2014-11-27
Note: View the original document on HAL open archive server: https://hal.science/hal-01527882v1
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Published in JOURNEES NORMANDES DE RECHERCHE SUR LA CONSOMMATION 27 ET 28 NOVEMBRE 2014, Nov 2014, Rouen, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-01527882

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