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Keywords: Disconfirmation
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Journal Articles
Journal of Service Theory and Practice (2015) 25 (6): 796–812.
Published: 09 November 2015
...Stephen G. Saunders Purpose – Many service employees rely on non-contractual voluntary customer tips as a major source of their income. The purpose of this paper is to empirically test the relationship between the service employee’s cognitive evaluation of the tip (expectations-disconfirmation...
