Hospitality Administration and Management Commons^™

The Unintended Effects Of Tamper-Evident Food Closures, Marissa Orlowski, Sarah Lefebvre, Laura Boman

Faculty & Staff Research and Creative Activity

Restaurant-to-consumer food delivery has experienced disruption with the growth of third-party services such as DoorDash and Uber Eats. However, this platform-to-consumer delivery method introduces increased opportunities for food tampering and contamination due to additional touchpoints in the delivery process. To mitigate these concerns, more restaurants are implementing tamper-evident closures such as seals attached to the food containers used for delivery items. Drawing on signaling theory, we examine the effect of tamper-evident closures in the third-party delivery context through two experimental studies and a focus group. Our results revealed a negative effect of tamper-evident seals on willingness to pay through lowered …

Thinking Outside The Bottle: Effects Of Alternative Wine Packaging, Marissa Orlowski, Sarah Lefebvre, Robin M. Back

Faculty & Staff Research and Creative Activity

Packaging communicates intrinsic product attributes to consumers, which can influence consumer response and decision-making; however, little is known about the impact of non-traditional packaging formats. The current research aims to bridge this gap. Across five studies, we demonstrate that non-traditional packaging negatively influenced purchase intention of a complex product, wine, through product appeal and taste perceptions (Study 1A)/expectations (Studies 1B–4). We also demonstrate that the consumer response to non-traditional packaging is a function of individual differences (desire for unique products) and label attributes (eco-friendly labels).

The Role Of Blocked Gratitude In Non-Voluntary Tipping, Ismail Karabas, Jeff Joireman

Faculty & Staff Research and Creative Activity

Purpose: Non-voluntary tipping (e.g., automatic gratuity) has received growing attention in the service industry. Existing research suggests customers respond unfavorably to non-voluntary tipping, yet little research has examined why. The current studies address this question, with particular interest in response to non-voluntary tipping under high quality service.

Design/methodology/approach: Two scenario-based experiments tested the proposed hypotheses in between-participants design using ANOVA, hierarchical regression, and PROCESS.

Findings: Study 1 showed that non-voluntary tipping resulted in higher negative emotions, which led to lower return intentions. Surprisingly, the negative effect of non-voluntary tipping was as strong (or stronger) under high (vs. low) quality service. …

The Link Among Board Characteristics, Corporate Social Responsibility Performance, And Financial Performance: Evidence From The Hospitality And Tourism Industry, Ali Uyar, Merve Kilic, Mehmet Ali Koseoglu, Cemil Kuzey, Abdullah S. Karaman

Faculty & Staff Research and Creative Activity

The aim of this study is twofold: to explore whether board characteristics (i.e. a sustainability committee, board independence, board diversity, and board diligence) lead to greater corporate social responsibility (CSR) performance, and to test whether CSR performance enhances firms' financial performance in the hospitality and tourism (H&T) industry. Data were collected from the Thomson Reuters Eikon database for the H&T firms listed there between 2011 and 2018. We employed panel data analysis, after which we ran robustness tests. The results indicated that having a CSR committee and female directors on the board are robust factors driving firms to show superior …

What Am I Tipping You For? Customer Response To Tipping Requests At Limited-Service Restaurants, Ismail Karabas, Marissa Orlowski, Sarah Lefebvre

Faculty & Staff Research and Creative Activity

Tipping within the foodservice industry has traditionally been reserved for full-service restaurants. However, there is a growing trend of tip requests at limited-service restaurants, where tipping occurs prior to consuming the product. This research aims to examine the effect of a point-of-sale tip request at limited-service restaurants on return intentions via customer irritation. It also aims to analyze the moderating effects of check amount and perceived deservingness.

Why And When Witnessing Uncivil Behavior Leads Observers To Punish Frontline Employees And Leave The Firm, Ismail Karabas, Jeff Joireman, Shinhye Kim

Faculty & Staff Research and Creative Activity

The present studies examined observer responses to failed recoveries following a service failure in a restaurant setting. Study 1 demonstrated that, relative to a neutral response, a negative server response increased desire for revenge and negative firm attitudes, which reduce tipping and return intentions, but revealed no benefits of a positive server response. Study 2 highlighted the full buffering effect of management apology on firm-related outcomes (attitudes, return intentions) which did not extend to employee-related outcomes (desire for revenge, tipping). Study 2 also supported a structural model in which negative server responses generate perceived deontic injustice, which predicts desire for …