Do I have to tip? Preservice tipping in technology-facilitated service encounters

Purpose – This paper aims to examine the effects of time pressure and social influence on preservice tipping in technology-facilitated service encounters. It addresses the research gap concerning how these factors jointly impact consumer behavior in dining services. Design/methodology/approach – Through two quantitative studies, it explores how time pressure affects tipping decisions and encounter satisfaction in technology-facilitated contexts, as well as in the presence of employees or friends. Findings – The findings reveal that time pressure significantly influences consumers’ tipping intention and encounter satisfaction. Time pressure increases tipping intention and encounter satisfaction when interacting with a cashier but decreases them when accompanied by friends. Additionally, the authors observe a mediation effect, where manipulative intent explains tipping intention and encounter satisfaction. Practical implications – The findings have practical implications for service providers in the technology-driven hospitality industry, helping them optimize service encounters, enhance customer satisfaction and encourage appropriate tipping practices. Originality/value – This research contributes to the literature by shedding light on the specific influence of time pressure and social presence on preservice tipping, filling a gap in understanding consumer behavior, in technology-facilitated service contexts.