Please use this identifier to cite or link to this item:
https://open.uns.ac.rs/handle/123456789/20383
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Ivkov Milan | - |
dc.contributor.author | Kovačić (Božić) Sanja | - |
dc.contributor.author | Blešić Ivana | - |
dc.date.accessioned | 2020-12-13T14:40:11Z | - |
dc.date.available | 2020-12-13T14:40:11Z | - |
dc.date.issued | 2019 | - |
dc.identifier.issn | 1502-2250 | - |
dc.identifier.uri | https://open.uns.ac.rs/handle/123456789/20383 | - |
dc.description.abstract | © 2017, © 2017 Informa UK Limited, trading as Taylor & Francis Group. Verbal communication is the main form of personal interaction. This article presents evidence for the positive role of service staff’s verbalized hospitality on consumer behaviour. The principal aim of the study was to explore the effect of verbal attention on making additional purchases and tipping behaviour in three different countries (Sweden, England, and Serbia). Moreover, research investigated whether server gender, customer gender, and group size moderate the relationship between verbal attention, additional purchase, and tipping behaviour. For the purpose of the study, servers in casual dining restaurants either paid special verbal attention to group diners, or did not do so, before asking target questions. The results show that group diners in verbal attention conditions make additional purchases and leave tips more often. While group size moderates the relationship between verbal attention and additional purchase and tipping behaviour, such role was not confirmed in the case of server gender and customer gender. The theoretical and practical implications of verbal interaction between servers and customers are discussed, as well as differences in three analysed countries. | en |
dc.language.iso | en | - |
dc.relation.ispartof | Scandinavian Journal of Hospitality and Tourism | en |
dc.source | CRIS UNS | - |
dc.source.uri | http://cris.uns.ac.rs | - |
dc.title | The effect of service staff’s verbalized hospitality towards group diner’s additional purchases and tipping behaviour | en |
dc.type | Journal/Magazine Article | en |
dc.identifier.doi | 10.1080/15022250.2017.1415168 | - |
dc.identifier.scopus | 85038079497 | - |
dc.identifier.url | https://www.cris.uns.ac.rs/record.jsf?recordId=114461&source=BEOPEN&language=en | en |
dc.relation.lastpage | 94 | - |
dc.relation.firstpage | 82 | - |
dc.relation.issue | 1 | - |
dc.relation.volume | 19 | - |
dc.identifier.externalcrisreference | (BISIS)114461 | - |
item.grantfulltext | none | - |
item.fulltext | No Fulltext | - |
crisitem.author.dept | Prirodno-matematički fakultet, Departman za geografiju, turizam i hotelijerstvo | - |
crisitem.author.dept | Prirodno-matematički fakultet, Departman za geografiju, turizam i hotelijerstvo | - |
crisitem.author.dept | Prirodno-matematički fakultet, Departman za geografiju, turizam i hotelijerstvo | - |
crisitem.author.orcid | 0000-0002-7623-241X | - |
crisitem.author.orcid | 0000-0003-2534-3280 | - |
crisitem.author.parentorg | Prirodno-matematički fakultet | - |
crisitem.author.parentorg | Prirodno-matematički fakultet | - |
crisitem.author.parentorg | Prirodno-matematički fakultet | - |
Appears in Collections: | PMF Publikacije/Publications |
SCOPUSTM
Citations
8
checked on May 3, 2024
Page view(s)
26
Last Week
6
6
Last month
0
0
checked on May 10, 2024
Google ScholarTM
Check
Altmetric
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.