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Testing An Empathy Model Of Guest-Directed Citizenship And Counterproductive Behaviours In The Hospitality Industry: Findings From Three Hotels, Violet Ho, Naina Gupta
Testing An Empathy Model Of Guest-Directed Citizenship And Counterproductive Behaviours In The Hospitality Industry: Findings From Three Hotels, Violet Ho, Naina Gupta
Management Faculty Publications
This research proposes and tests an empathy model of guest-directed discretionary behaviors (i.e., citizenship and counterproductive behaviors) using two studies conducted in three hotels. Building on the two-stage model of empathic mediation, we examined the mediating role of empathic concern in the relationship between perspective taking and both forms of discretionary behaviors in Study 1. Support for this mediated model was found in relation to citizenship behaviors but not for counterproductive behaviors. Study 2 was conducted to extend these findings using peer-reports of discretionary behaviors, and to apply an interactional psychology perspective to predict guest-directed counterproductive behaviors. We drew upon …
Why Do We Tip?, Kevin F. Hallock
Why Do We Tip?, Kevin F. Hallock
Economics Faculty Publications
Some economists may argue that the billions of dollars a year spent on tipping are difficult to understand. After all, there is no requirement to tip. In a recent article "Why Tip? An Empirical Investigation for Tipping Car Guards" (Journal of Economic Psychology, February 2010), Stephen G. Saunders and Michael Lynn summarize potential reasons for tipping as: to increase the probability of good service upon repeat business, to reward good work, to redistribute income to service workers, to avoid societal disapproval or gain societal approval and to conform to internalized norms. Tipping hair stylists and babysitters clearly fits into the …