Research Article
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The Tip Perception of the Hotel Employees: Wage or Reward?

Year 2020, Volume: 20 Issue: 3, 209 - 220, 30.07.2020
https://doi.org/10.21121/eab.795969

Abstract

The “tip” phenomenon attracts the attention of various disciplines such as economics, sociology and psychology while it is a voluntary payment added on the service fee. A vast majority of the research on tipping examine the tipping behavior and motivation of the customers in the light of customer responses. There is a limited number of studies examining the “tip” phenomenon from an employee perspective. The aim of this study is to determine the tipping perceptions and beliefs of the employees who communicate face-to-face with customers and work in the hotel industry in Turkey. Our study reveals the meaning of tipping for hotel employees, the dynamics that determine the customers’ tipping behavior and the strategies that employees use to get a tip, considering the experience of the employees who worked/are working in a five-star hotel.

References

  • Altunışık, R., Çoşkun, R., Yildirim, E. ve Bayraktaroğlu, S. (2012). Sosyal Bilimlerde Araştırma Yöntemleri. (7. Baskı), Sakarya: Sakarya Kitabevi.
  • Atkinson,R.& Flint, J. (2001). Accessing Hidden and Hard-to-Reach Populations: Snowball Research Strategies,. Social Research Update, 33, 1.
  • Azar, O.H. (2003). The Implications of Tipping for Economics and Management. The International Journal of Social Economics 30, 1084–1094.
  • Azar, O. H. (2004). What Sustains Social Norms and How They Evolve?: The Case of Tipping. Journal of Economic Behaviour & Organization, 54(1): 49-64.
  • Azar, O.H. (2005). Who Do We Tip and Why? An Empirical Investigation”, Applied Economics, 37(16): 1871-1879.
  • Azar, O. H. (2009). Incentives and Service Quality in The Restaurant Industry: The Tipping-Service Puzzle. Applied Economics, 41(15), 1917–1927.
  • Azar, O. H. (2010a). Do People Tip Because of Psychological or Strategic. Applied Economics, 42(23): 3039-3044.
  • Azar, O. H. (2010b). Tipping Motivations And Behavior in the US And Israel”, Journal of Applied Social Psychology, 40(2):421 – 457.
  • Azar, O. H. (2011). Business Strategy and the Social Norm of Tipping. Journal of Economic Psychology, 32: 515-525.
  • Bodvarsson, B & Gibson, W. A. (1994). Gratuities and Customer Appraisal of Service: Evidence from Minesota Restaurants. The Journal of Socio-Economics, 23(3): 287-302.
  • Bujisic, M., Wu, L., Mattila, A. & Bilgihan, A. (2013). Not All Smiles are Created Equal Investigating The Effects of Display Authenticity and Service Relationship on Customer Tipping Behavior. International Journal of Contemporary Hospitality Management, 26 (2):293-306.
  • Curtis, C. R., Upchurch, R.S & Severt, D. E. (2009). Employee Motivation and Organizational Commitment: A Comparison of Tipped andNontipped Restaurant Employees. International Journal of Hospitality & Tourism Administration, 10:3, 253-269.
  • Crespi, L. P. (1947).The Implications of Tipping in America. Public Opinion Quarterly, 11: 424-435. Ferguson, G., Megehee, C. M.& Woodside, A. G. (2017). Culture, Religiosity, And Economic Configural Models Explaining Tipping-Behavior Prevalence Across Nations. Tourism Management, 62: 218-233.
  • Gueguen, N.& Jacob, C. (2014). Clothing Color and Tipping: Gentlemen Patrons Give More Tips to Waitresses with Red Clothes. Journal of Hospitality & Tourism Research, 38(2): 275-280.
  • Isik, C, Dogru, T, Turk, E, S. (2018). A Nexus of Linear and Non-Linear Relationships Between Tourism Demand, Renewable Energy Consumption, and Economic Growth: Theory and Evidence. International Journal of Tourism Research, 20: 38– 49.
  • Jacob, C., Gueguen, N., Boulbry,G.& Ardiccioni, R. (2010). Waitresses’ Facial Cosmetics and Tipping: A Field Experiment. International Journal of Hospitality Management, 29: 188–190.
  • Lynn, M., & Graves, J. (1996). Tipping: An Incentive/Reward for Service? Journal of Hospitality and Tourism Research,, 20(1): 1-14.
  • Lynn, M. (1997). Tipping Customs and Status Seeking: A Cross-Country Study. International Journal of Hospitality Management, 16(2): 221-224.
  • Lynn, M., & McCall, M. (2000). Gratitude and Gratuity: A Meta-Analysis of Research on the Service-Tipping Relationship. Journal of Socio-Economics, 29 (2).
  • Lynn, M. (2015). “Service Gratuities and Tipping: A Motivational Framework”, Journal of Economic Psychology,46: 74-88. doi: 10.1016/j.joep.2014.12.002.
  • Lynn, M.& McCall, M. (2016). Beyond Gratitude and Gratitude and Gratuity: A Meta-Analytic Review of the View of the Predictors of Restaurant Tipping. Working Paper No. 21, Cornell University. Accessed April 22, 2019.
  • Mulinari, P. (2016). Weapons of the Poor: Tipping and Resistance in Precarious Times”, Economic and Industrial Democracy, . doi:10.1177/0143831X16653188 Namasivayam, K. & Upneja, A. (2008). Employee Preferences for Tipping System, Journal of Foodservice Business Research, 10(2): 93-107.
  • Ogbonna, E. &Harris, L. C. (2002). Institutionalization of Tipping as a Source of Managerial Control. British Journal of Industrial Relations , 40(4):725–752.
  • Parasuraman, A., Zeithaml, V. and Berry, L. (1988). SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64 (1):12-40.
  • Parett, M. (2015). Beauty and the Feast: Examining The Effect of Beauty on Earnings Using Restaurant Tipping Data. Journal of Economic Psychology, 49: 34-46.
  • Saunders, S. G., & Lynn, M. (2010). Why Tip? An Empirical Test of Motivations for Tipping Car Guards. Journal of Economic Psychology, 31(1): 106-113.
  • Saunders, S. G. (2015). Service Employee Evaluations of Customer Tips: An Expectations-Disconfirmation Tip Gap Approach. Journal of Service Theory and Practice, 25(6):7 96-812.
  • Sanchez, A. (2002). The Effect of Alcohol Consumption and Patronage Frequency on Restaurant Tipping. Journal of Foodservice Business Research, 5(3):19-36.
  • Segrave, K. (2009). Tipping: An American Social History of Gratuites. Mc Farland & Company: London
  • Seiter, J.S. (2007). Ingratiation and Gratuity: The Effect of Complimenting Customers on Tipping Behavior in Restaurants. Journal of Applied Social Psychology, 37(3): 478–485.
  • Seiter, J.S.& Weger, H. (2018). The Principle of Reciprocity in Hospitality Contexts: The Relationship Between Tipping Behavior and Food Servers’ Approaches To Handling Leftovers. Journal of Hospitality & Tourism Research, 42,(2): 287–294.
  • Shamir, B. (1984). Between Gratitude and Gratuity: An Analysis of Tipping. Annals of Tourism Research, 11: 59-78.
  • Star, N. (1988).The International Guide to Tipping, NewYork: BerkleyBooks.
  • Tse, A. C. (2003) Tipping Behaviour: A Disconfirmation of Expectation Perspective. Hospitality Management, 22: 461-567.
Year 2020, Volume: 20 Issue: 3, 209 - 220, 30.07.2020
https://doi.org/10.21121/eab.795969

Abstract

References

  • Altunışık, R., Çoşkun, R., Yildirim, E. ve Bayraktaroğlu, S. (2012). Sosyal Bilimlerde Araştırma Yöntemleri. (7. Baskı), Sakarya: Sakarya Kitabevi.
  • Atkinson,R.& Flint, J. (2001). Accessing Hidden and Hard-to-Reach Populations: Snowball Research Strategies,. Social Research Update, 33, 1.
  • Azar, O.H. (2003). The Implications of Tipping for Economics and Management. The International Journal of Social Economics 30, 1084–1094.
  • Azar, O. H. (2004). What Sustains Social Norms and How They Evolve?: The Case of Tipping. Journal of Economic Behaviour & Organization, 54(1): 49-64.
  • Azar, O.H. (2005). Who Do We Tip and Why? An Empirical Investigation”, Applied Economics, 37(16): 1871-1879.
  • Azar, O. H. (2009). Incentives and Service Quality in The Restaurant Industry: The Tipping-Service Puzzle. Applied Economics, 41(15), 1917–1927.
  • Azar, O. H. (2010a). Do People Tip Because of Psychological or Strategic. Applied Economics, 42(23): 3039-3044.
  • Azar, O. H. (2010b). Tipping Motivations And Behavior in the US And Israel”, Journal of Applied Social Psychology, 40(2):421 – 457.
  • Azar, O. H. (2011). Business Strategy and the Social Norm of Tipping. Journal of Economic Psychology, 32: 515-525.
  • Bodvarsson, B & Gibson, W. A. (1994). Gratuities and Customer Appraisal of Service: Evidence from Minesota Restaurants. The Journal of Socio-Economics, 23(3): 287-302.
  • Bujisic, M., Wu, L., Mattila, A. & Bilgihan, A. (2013). Not All Smiles are Created Equal Investigating The Effects of Display Authenticity and Service Relationship on Customer Tipping Behavior. International Journal of Contemporary Hospitality Management, 26 (2):293-306.
  • Curtis, C. R., Upchurch, R.S & Severt, D. E. (2009). Employee Motivation and Organizational Commitment: A Comparison of Tipped andNontipped Restaurant Employees. International Journal of Hospitality & Tourism Administration, 10:3, 253-269.
  • Crespi, L. P. (1947).The Implications of Tipping in America. Public Opinion Quarterly, 11: 424-435. Ferguson, G., Megehee, C. M.& Woodside, A. G. (2017). Culture, Religiosity, And Economic Configural Models Explaining Tipping-Behavior Prevalence Across Nations. Tourism Management, 62: 218-233.
  • Gueguen, N.& Jacob, C. (2014). Clothing Color and Tipping: Gentlemen Patrons Give More Tips to Waitresses with Red Clothes. Journal of Hospitality & Tourism Research, 38(2): 275-280.
  • Isik, C, Dogru, T, Turk, E, S. (2018). A Nexus of Linear and Non-Linear Relationships Between Tourism Demand, Renewable Energy Consumption, and Economic Growth: Theory and Evidence. International Journal of Tourism Research, 20: 38– 49.
  • Jacob, C., Gueguen, N., Boulbry,G.& Ardiccioni, R. (2010). Waitresses’ Facial Cosmetics and Tipping: A Field Experiment. International Journal of Hospitality Management, 29: 188–190.
  • Lynn, M., & Graves, J. (1996). Tipping: An Incentive/Reward for Service? Journal of Hospitality and Tourism Research,, 20(1): 1-14.
  • Lynn, M. (1997). Tipping Customs and Status Seeking: A Cross-Country Study. International Journal of Hospitality Management, 16(2): 221-224.
  • Lynn, M., & McCall, M. (2000). Gratitude and Gratuity: A Meta-Analysis of Research on the Service-Tipping Relationship. Journal of Socio-Economics, 29 (2).
  • Lynn, M. (2015). “Service Gratuities and Tipping: A Motivational Framework”, Journal of Economic Psychology,46: 74-88. doi: 10.1016/j.joep.2014.12.002.
  • Lynn, M.& McCall, M. (2016). Beyond Gratitude and Gratitude and Gratuity: A Meta-Analytic Review of the View of the Predictors of Restaurant Tipping. Working Paper No. 21, Cornell University. Accessed April 22, 2019.
  • Mulinari, P. (2016). Weapons of the Poor: Tipping and Resistance in Precarious Times”, Economic and Industrial Democracy, . doi:10.1177/0143831X16653188 Namasivayam, K. & Upneja, A. (2008). Employee Preferences for Tipping System, Journal of Foodservice Business Research, 10(2): 93-107.
  • Ogbonna, E. &Harris, L. C. (2002). Institutionalization of Tipping as a Source of Managerial Control. British Journal of Industrial Relations , 40(4):725–752.
  • Parasuraman, A., Zeithaml, V. and Berry, L. (1988). SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol. 64 (1):12-40.
  • Parett, M. (2015). Beauty and the Feast: Examining The Effect of Beauty on Earnings Using Restaurant Tipping Data. Journal of Economic Psychology, 49: 34-46.
  • Saunders, S. G., & Lynn, M. (2010). Why Tip? An Empirical Test of Motivations for Tipping Car Guards. Journal of Economic Psychology, 31(1): 106-113.
  • Saunders, S. G. (2015). Service Employee Evaluations of Customer Tips: An Expectations-Disconfirmation Tip Gap Approach. Journal of Service Theory and Practice, 25(6):7 96-812.
  • Sanchez, A. (2002). The Effect of Alcohol Consumption and Patronage Frequency on Restaurant Tipping. Journal of Foodservice Business Research, 5(3):19-36.
  • Segrave, K. (2009). Tipping: An American Social History of Gratuites. Mc Farland & Company: London
  • Seiter, J.S. (2007). Ingratiation and Gratuity: The Effect of Complimenting Customers on Tipping Behavior in Restaurants. Journal of Applied Social Psychology, 37(3): 478–485.
  • Seiter, J.S.& Weger, H. (2018). The Principle of Reciprocity in Hospitality Contexts: The Relationship Between Tipping Behavior and Food Servers’ Approaches To Handling Leftovers. Journal of Hospitality & Tourism Research, 42,(2): 287–294.
  • Shamir, B. (1984). Between Gratitude and Gratuity: An Analysis of Tipping. Annals of Tourism Research, 11: 59-78.
  • Star, N. (1988).The International Guide to Tipping, NewYork: BerkleyBooks.
  • Tse, A. C. (2003) Tipping Behaviour: A Disconfirmation of Expectation Perspective. Hospitality Management, 22: 461-567.
There are 34 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Article
Authors

Tuğba Pala This is me 0000-0001-8346-9901

Publication Date July 30, 2020
Acceptance Date July 26, 2020
Published in Issue Year 2020 Volume: 20 Issue: 3

Cite

APA Pala, T. (2020). The Tip Perception of the Hotel Employees: Wage or Reward?. Ege Academic Review, 20(3), 209-220. https://doi.org/10.21121/eab.795969
AMA Pala T. The Tip Perception of the Hotel Employees: Wage or Reward?. ear. July 2020;20(3):209-220. doi:10.21121/eab.795969
Chicago Pala, Tuğba. “The Tip Perception of the Hotel Employees: Wage or Reward?”. Ege Academic Review 20, no. 3 (July 2020): 209-20. https://doi.org/10.21121/eab.795969.
EndNote Pala T (July 1, 2020) The Tip Perception of the Hotel Employees: Wage or Reward?. Ege Academic Review 20 3 209–220.
IEEE T. Pala, “The Tip Perception of the Hotel Employees: Wage or Reward?”, ear, vol. 20, no. 3, pp. 209–220, 2020, doi: 10.21121/eab.795969.
ISNAD Pala, Tuğba. “The Tip Perception of the Hotel Employees: Wage or Reward?”. Ege Academic Review 20/3 (July 2020), 209-220. https://doi.org/10.21121/eab.795969.
JAMA Pala T. The Tip Perception of the Hotel Employees: Wage or Reward?. ear. 2020;20:209–220.
MLA Pala, Tuğba. “The Tip Perception of the Hotel Employees: Wage or Reward?”. Ege Academic Review, vol. 20, no. 3, 2020, pp. 209-20, doi:10.21121/eab.795969.
Vancouver Pala T. The Tip Perception of the Hotel Employees: Wage or Reward?. ear. 2020;20(3):209-20.