Tipping: The case of hotel turndown service

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...

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Bibliographic Details
Published in:	International journal of hospitality management Vol. 55; pp. 129 - 131
Main Authors:	Shih, I-hsuan, Jai, Tun-Min (Catherine), Blum, Shane C.
Format:	Journal Article
Language:	English
Published:	Elsevier Ltd 01-05-2016
Subjects:	Housekeeping Tipping Turndown service Housekeeping Tipping Turndown service
Online Access:	Get full text
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Summary:	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.
ISSN:	0278-4319 1873-4693
DOI:	10.1016/j.ijhm.2016.03.004