Tipping: The case of hotel turndown service

被引：6
|
作者：
Shih, I-hsuan [1 ]
Jai, Tun-Min [1 ]
Blum, Shane C. [1 ]
机构：
[1] Texas Tech Univ, Dept Hospitality & Retail Management, Lubbock, TX 79409 USA
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2016年 / 55卷
关键词：
Tipping; Turndown service; Housekeeping; QUALITY;
D O I：
10.1016/j.ijhm.2016.03.004
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Turndown services are experiential and value-added practices to make guests feel cared-for in luxury hotels. Previous research has found that when receiving an additional or exceptional service, people may feel obligated to respond with a reciprocal behavior, such as providing tips. This study aims to investigate the effects of hotel turndown services on tips given to hotel room attendants. The results revealed that the room attendants received more tips for providing turndown service, both in terms of the frequency of receiving tips and the amount of those tips. The findings suggest that without the existence of a tipping norm in hotel guest rooms, the relationship between service and tip seems much clearer. (C) 2016 Elsevier Ltd. All rights reserved.
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页码：129 / 131
页数：3
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