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The effects of tipping policies on customer satisfaction : a test from the cruise industry

Lynn, Michael; Kwortnik, Robert J. - In: International journal of hospitality management 51 (2015), pp. 15-18

Persistent link: https://www.econbiz.de/10011413939

A within-restaurant analysis of changes in customer satisfaction following the introduction of service inclusive pricing or automatic service charges

Lynn, Michael; Brewster, Zachary W. - In: International journal of hospitality management 70 (2018), pp. 9-15

Persistent link: https://www.econbiz.de/10011825956

Tipping policy effects on customer satisfaction : an informative failure to replicate

Lynn, Michael; Kwortnik, Robert J. - In: International journal of hospitality management 86 (2020), pp. 1-4

Persistent link: https://www.econbiz.de/10012241485

The effects of tip recommendations on customer tipping, satisfaction, repatronage, and spending

Alexander, Damon; Boone, Christopher; Lynn, Michael - In: Management science : journal of the Institute for … 67 (2021) 1, pp. 146-165

Persistent link: https://www.econbiz.de/10012435258

A framework for evaluating the customer wait experience

McGuire, Kelly A.; Kimes, Sheryl E.; Lynn, Michael; … - In: Journal of Service Management 21 (2010) 3, pp. 269-290

Purpose – The purpose of this paper is to propose and test a model which defines the psychological processes that mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for evaluating the impact of situational and environmental...

Persistent link: https://www.econbiz.de/10014894360