Greetings from Emily! The effects of personalized greeting cards on tipping of hotel room attendants
學年 108
學期 1
出版（發表）日期 2019-08-12
作品名稱 Greetings from Emily! The effects of personalized greeting cards on tipping of hotel room attendants
作品名稱（其他語言）
著者 I-Hsuan Shih, Tun-Min Jai, Hsiangting Shatina Chen, Shane Blum
單位
出版者
著錄名稱、卷期、頁數 International Journal of Contemporary Hospitality Management 31(8), p.3058-3076
摘要 Purpose – In hotels, room attendants are often invisible to hotel guests. This study aims to understand how customers would increase their voluntary tips when there was less or no personal interaction and communication between customers and service providers. Specifically, the purpose of this study is to investigate whether providing different greeting cards in hotel rooms would affect hotel guest tipping behavior. Design/methodology/approach – A field study was conducted in an upscale independent hotel. Four types of greeting cards through two personalized factors, perceived effort and personalization, were placed in the hotel rooms. The tipping amount for each room-night was recorded during the data collection. Findings – There were 3,285 room-nights tip records collected in this study. The results indicated that nonpersonalized housekeeping greeting cards did not increase the likelihood of guests to tip, but they may increase the average tipping amount; the personalization of greeting cards from room attendants had positive effects on guest tipping behavior; the hand-written greeting card and name-introduction greeting card were predictors that can significantly increase the likelihood of hotel guests to tip. Research limitations/implications – The empirical research results support social presence theory. With more consistent tipping in hotel rooms, attendants may be able to predict tips through their job performance; thus, creating a win-win in the lodging industry. Originality/value – This study contributes to understanding guest-tipping behavior in the hotel rooms.
關鍵字 Customer service;Hotel management;Tipping;Personalized messages;House keepers
語言 en_US
ISSN 0959-6119
期刊性質 國外
收錄於 SSCI
產學合作 國外
通訊作者 Tun-Min Jai
審稿制度 是
國別 USA
公開徵稿
出版型式 ,電子版
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/117843 )

SDGS 消除貧窮,尊嚴就業與經濟發展,減少不平等