教師資料查詢 | 類別: 期刊論文 | 教師: 施依萱 I-HSUAN SHIH (瀏覽個人網頁)

標題: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
語言英文(美國)
ISSN0959-6119
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
國別美國
公開徵稿
出版型式,電子版
相關連結
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