Do consumers use tipping to monitor service? Role of power and embarrassment

Lee, Jeonggyu; Aggarwal, Anubhav; Rafieian, Hoori; Korschun, Daniel

doi:10.1016/j.jretconser.2020.102159

Cited by 9 publications

(12 citation statements)

References 31 publications

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“…Impression management theory postulates that individuals attempt to manage other people's perceptions of themselves according to their goals. Accordingly, consumers experience embarrassment in public, in front of their dates, as unfavorable images are portrayed by triggers such as paying lower tips (e.g., Hess et al, 2020; Lee et al, 2020). Similarly, the stimulus‐organism‐response theoretical lens is used across various studies.…”

Section: Resultsmentioning

confidence: 99%

Consumer embarrassment: A systematic literature review and research agenda

Sangwan,

Maity

2024

Int J Consumer Studies

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Embarrassment plays a crucial role in shaping the consumer landscape by influencing perceptions, choices, and experiences. In a marketplace, customers get embarrassed when personally implicated in transgressions, and also vicariously, while observing the predicament of others. Vicarious embarrassment, though ubiquitous and detrimental for firms, has received limited attention in marketing scholarship. This article offers a comprehensive review of consumers' personal and vicarious embarrassment by incorporating content and bibliometric analysis methodologies. The bibliometric study comprises a review of 203 articles published from 1900 to 2022. Techniques of citation analysis and co‐citation analysis reveal the prominent authors, journals, and articles and trace the intellectual structures of thoughts contributing to the domain. Additionally, social network analysis delineates the centrality features of the leading studies in the consumer embarrassment domain. Further, the article provides a comprehensive content analysis of 109 studies relevant to the purchase and consumption contexts. A review of the extant findings on major theoretical perspectives, triggers, coping strategies, moderators, and desirable and adverse outcomes of personal and vicarious embarrassment is presented. The article offers actionable future research directions for theoretical advancement of the phenomenon of consumer embarrassment. This research will assist firms and marketers in understanding and mitigating the aversive outcomes of embarrassment.

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Section: Resultsmentioning

confidence: 99%

Consumer embarrassment: A systematic literature review and research agenda

Sangwan,

Maity

2024

Int J Consumer Studies

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“…Regarding the moderating effects of perceived power, research findings confirm that perceived power can weaken the relationship between streamer popularity and perceived streamer reputation, whereas it has no such effect on the relationship between product popularity and perceived competition. A possible explanation accounting for this interesting finding is that perceived power exists and works well in an interpersonal setting (Lee et al, 2020;Wei et al, 2020). In other words, perceived power generally comes into play during consumers' interactions with other people, since individuals possess power aiming to control or influence others' evaluations or actions (Anderson et al, 2012;Wongkitrungrueng et al, 2018).…”

Section: Key Findingsmentioning

confidence: 95%

“…On this foundation, Bellezza et al (2013) confirm that high-power consumers are more capable of behaving as they deem appropriate and are less affected by other people’s judgments. Further, Lee et al (2020) demonstrate that high-power consumers are more likely to use tipping as a monitoring system based on service quality received from a server rather than image protection.…”

Section: Hypothesis Developmentmentioning

confidence: 98%

“…On the one hand, considering the nature of streamer popularity and product popularity, they respectively reflect other consumers’ supports and preferences for the streamer and product, thereby embodying forms of social influence ( Mou and Shin, 2018 ; Guo et al, 2022 ). As people with more power have more resources, they tend to be more dominant and less concerned with other people’s judgments ( Rucker et al, 2012 ; Bellezza et al, 2013 ; Lee et al, 2020 ). Based on these statements, consumers who perceive more power will perceive less streamer reputation and competition when viewing the streamer popularity and product popularity cues because they seldom make judgments depending on social cues.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

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How do popularity cues drive impulse purchase in live streaming commerce? The moderating role of perceived power

Lou

Jiao

et al. 2022

Front. Psychol.

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A significant characteristic of live streaming commerce is that popularity cues are tactically created and utilized to improve product sales, as atmospheric cues. However, research on live streaming commerce that investigates the effects of popularity cues is scarce. This study aims to reveal the role of popularity cues, including streamer popularity and product popularity, in promoting consumers’ impulse purchase. Following the stimulus–organism–response paradigm, this study reveals the underlying mechanism. This study surveyed 402 customers and empirically demonstrates that streamer popularity and product popularity can trigger consumers’ impulse purchase by enhancing perceived streamer reputation and perceived competition, respectively. Meanwhile, perceived power, as an inherent factor of consumers, plays a moderating role that only attenuates the effect of streamer popularity on perceived streamer reputation. This study contributes to a better understanding of the working mechanism of popularity cues and offers practical insights into how to effectively utilize these atmospheric cues in live streaming commerce.

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“…Tipping research posits that people associate tip amount with a higher social status when their tips are observed by others (Lee et al, 2020). Rucker et al (2011) show that, for the powerless, the prospect of acquiring status through consumption can overpower their communal orientation of focusing on others.…”

Section: Power and Status-seekingmentioning

confidence: 99%

A powerful tip: Power's impact on tipping behavior

Khandeparkar,

Motiani,

Chaurasia

et al. 2024

Int J Consumer Studies

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The practice of tipping is omnipresent in the tourism and hospitality sector. Although, consumer's tipping behavior has been studied from myriad perspectives, it is surprising that extant research has not yet explored how consumers' in different power states can be nudged to tip more. With the help of five studies in the lab and field, the results demonstrate that a low‐power state is conducive for generating a higher tip if consumers' focus is on others due to enhanced empathy. Furthermore, as per the compensatory consumption model, powerless consumers desire power, so they are more likely to tip higher than powerful people when tipping is associated with status. Lastly, powerful consumers' propensity to tip higher is initiated when the expectations that others hold from them are made salient. Implementing these findings can maximize business' tipping revenue from both the powerful and the powerless consumers.

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Do consumers use tipping to monitor service? Role of power and embarrassment

Cited by 9 publications

References 31 publications

Consumer embarrassment: A systematic literature review and research agenda

Consumer embarrassment: A systematic literature review and research agenda

How do popularity cues drive impulse purchase in live streaming commerce? The moderating role of perceived power

A powerful tip: Power's impact on tipping behavior

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