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Keywords: Blocked gratitude
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (7): 983–997.
Published: 30 July 2020
... competing process models (i.e. blocked vengeance vs blocked gratitude). Supporting the blocked gratitude model, results revealed that non-voluntary tipping hinders customers’ ability to reward service employees, undermining positive emotions and lowering return intentions. Research limitations...
