Associate Professor of Hospitality and Tourism Management Sybil Yang shared a consumer behavior perspective on misleading tipping practices on food delivery apps like Uber Eats, DoorDash, Grubhub, and Instacart.
Yang sees tip-baiting as a miscommunication of expectations between the customer and delivery person, noting that "what the driver may think is reasonable or good delivery isn’t necessarily agreed upon by the customer, the driver and the app service." Yang says the apps themselves must help combat the issue, suggesting better transparency in pricing, locking in a minimum tip amount, and flagging customers who frequently engage in tip-baiting.
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