Le pourboire: ce qu’en pensent les acteurs

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: Tipping: what those giving and receiving a tip really think This articles studies the meaning of tipping, both for those who give and those who receive tips. A qualitative study of customers and staff in different service sectors uncovered 4 quite different interpretations of tipping. Each interpretation places tipping within a different dimension of the service relationship - the production of the service, the contract, the social relationship and the personal relationship - and constructs the tip either as com- pensation or as a gift. This in-depth study of tipping ends with managerial recommendations concerning tipping.

Keywords: tipping; service relationship; service encounter; discourse analysis.; pourboire; relation de service; rencontre de service; analyse du discours. (search for similar items in EconPapers)
Date: 2017-08-16
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Published in Décisions Marketing, 2017, 86 (2), pp.107-122. ⟨10.7193/DM.086.107.122⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02308449

DOI: 10.7193/DM.086.107.122

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