Friendliness pays off ! Respect and monetary gifts in the service industry
نویسندگان
چکیده
We investigate the role of respect and monetary gifts in the service industry. We report findings from purchases of more than 800 doner durum, a common lunch snack. Prior to the food’s preparation, we either give a compliment about the product, or a monetary gift by tipping. We repeat the interaction on five consecutive days. Our findings show that salespersons exhibit positive reciprocity in response both to paying respect and to monetary gifts. Remarkably, the “respect-effect” even gets stronger with repeated purchases. JEL classification: D01, D03
منابع مشابه
Friendliness pays off! Monetary and immaterial gifts in consumer-salesperson interactions
Recent studies find ample evidence that monetary and immaterial gifts influence effort in the workplace. We investigate the impacts of monetary gift exchange and of expressions of respect on salespersons’ reciprocity when purchasing doner durum, a common lunch snack. Prior to the food’s preparation, we either induce monetary gift exchange by tipping or explore the role of respect by making a co...
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