觀光系 施依萱 助理教授於
Greetings from Emily! The effects of personalized greeting cards on tipping of hotel room attendants
：Greetings from Emily! The effects of personalized greeting cards on tipping of hotel room attendants期刊論文Greetings from Emily! The effects of personalized greeting cards on tipping of hotel room attendantsI-Hsuan Shih, Tun-Min Jai, Hsiangting Shatina Chen, Shane BlumCustomer service;Hotel management;Tipping;Personalized messages;House keepersInternational Journal of Contemporary Hospitality Management 31(8), p.3058-3076Purpose – 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, per
觀光系 施依萱 助理教授於
Tipping: The case of hotel turndown service
：Tipping: The case of hotel turndown service期刊論文Tipping: The case of hotel turndown serviceI-hsuan Shih; Tun-Min (Catherine) Jai; Shane C. BlumTipping;Turndown service;HousekeepingInternational Journal of Hospitality Management 55, p.129-131Turndown 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.en0278-4319國外SSCI;國外;I-hsuan S