Harvard Business School has announced that digital payment systems and post-COVID consumer sentiment are contributing to tipping in nontraditional settings. This announcement was made on their website.
According to Harvard Business School, digital tipping prompts on apps and tablets are broadening the scope of when and where consumers can express gratitude for service, from ride-shares to coffee counters. Jill Avery from Harvard Business School explains that higher suggested tip percentages, such as 20, 25, or 28 percent, have become more common, helping set new norms around generosity and recognition. Sparked by the pandemic and enabled by point-of-sale technology, this shift reflects a deeper appreciation for service roles and encourages more consistent acknowledgment of workers' efforts, even in settings that previously saw little or no tipping.
The integration of digital tipping prompts into point-of-sale systems has transformed consumer tipping behavior, often leading to higher gratuities. These prompts suggest tip amounts and make tipping more visible, creating social pressure that influences customers to tip more generously. A study published in the Journal of Business Research found that customers who felt observed while tipping via handheld devices left higher tips but were less likely to return to the establishment. This indicates a complex interplay between tipping behavior and consumer satisfaction.
The integration of digital tipping platforms has improved the transparency and traceability of gratuity payments. These systems automatically record tips, facilitating accurate reporting for both employees and employers and ensuring compliance with tax regulations. This shift not only streamlines payroll processes but also contributes to increased tax revenues by reducing underreporting of tip income. The Internal Revenue Service (IRS) has introduced the Service Industry Tip Compliance Agreement (SITCA) program, which leverages advancements in point-of-sale and electronic payment systems to monitor actual tip revenue and charge tip data, thereby enhancing tip reporting compliance.
Founded in 1908, Harvard Business School has evolved into a global community of learners dedicated to advancing business and management practices. With a mission to educate leaders who make a difference in the world, HBS continues to influence industries and societies worldwide through its research, teaching, and outreach initiatives.