Event Title
Location
Marshall University
Start Date
9-11-2018 2:50 PM
End Date
9-11-2018 3:10 PM
Description
Paying it forward experiences sometimes make the news when an exceptionally long line of drive through customers decide to utilize upstream reciprocity, aka Pay It Forward (PIF), as in an example from December of 2012 at the Tim Horton’s in Winnipeg when 226 customers each individually paid for the order of the customer behind them in line (Tsvetkova and Macy 2014). But in most cases, the experience involves far fewer customers and is much less newsworthy. Nevertheless, paying it forward is a phenomenon that warrants investigating to understand the moti vations and attributes that contribute to the activity, possibly to use to engage customers and/or employees in other aspects of a customer and/or employment experience. To that end, a survey was used to investigate and gain preliminary knowledge of pay it forward activities. The instrument included a short scenario with 4 levels of cost/benefit manipulation, a measure of other possible attributes contributing to the pay it forward decision, a gratitude scale and demographics. Attributes possibly considered in the PIF forward decision and gratitude scores did not have the same impact on the PIF decision as did the cost/benefit information given to the respondents.
Included in
Paying It Forward: Who Does This?
Marshall University
Paying it forward experiences sometimes make the news when an exceptionally long line of drive through customers decide to utilize upstream reciprocity, aka Pay It Forward (PIF), as in an example from December of 2012 at the Tim Horton’s in Winnipeg when 226 customers each individually paid for the order of the customer behind them in line (Tsvetkova and Macy 2014). But in most cases, the experience involves far fewer customers and is much less newsworthy. Nevertheless, paying it forward is a phenomenon that warrants investigating to understand the moti vations and attributes that contribute to the activity, possibly to use to engage customers and/or employees in other aspects of a customer and/or employment experience. To that end, a survey was used to investigate and gain preliminary knowledge of pay it forward activities. The instrument included a short scenario with 4 levels of cost/benefit manipulation, a measure of other possible attributes contributing to the pay it forward decision, a gratitude scale and demographics. Attributes possibly considered in the PIF forward decision and gratitude scores did not have the same impact on the PIF decision as did the cost/benefit information given to the respondents.
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