Robert J. Kwortnik

Cornell University - School of Hotel Administration

Assistant Professor

435B Statler Hall

Ithaca, NY 14853-6902

United States

SCHOLARLY PAPERS

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Scholarly Papers (1)

1.

Does a Voluntary Tipping Policy Really Improve Service? An Examination of Consumer Agency in the Cruise Industry

Posted: 16 Aug 2005
Robert J. Kwortnik, William Michael Lynn and William T. Ross
Cornell University - School of Hotel Administration, Cornell University - School of Hotel Administration and Pennsylvania State University - Department of Marketing

Abstract:

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service, tipping, social norms