“Tipping Required”: Development of a Model to Understand Customer Reactions to Non-Voluntary Tipping Systems, Ismail Karabas, Jeff Joireman
Association of Marketing Theory and Practice Proceedings 2019

How Third Party Observers Respond to Overheard Service Failures: Implications for Frontline Service Employees and the Firm, Ismail Karabas, Jeff Joireman, Shinhye Kim
Association of Marketing Theory and Practice Proceedings 2017