Service employee evaluations of customer tips: an expectations-disconfirmation tip gap approach - Saunders, Stephen G (Journal of service theory and practice, 2015)
Keywords: Behavior; Customer satisfaction; Customer services; Design analysis; Deviance; Emotions; Employees; Employment; Hypotheses; Management science & operations; Mediation; Quality of service; Scripts; Service industries; Service management; Service quality/excellence; Studies; Theory; Tips; Tips & tipping; Workplaces; Service management; Disconfirmation; Employee displayed emotions; Tipping; Expectations-disconfirmation theory