Tipping: The case of hotel turndown service

Research output: Contribution to journalArticle

4 Scopus citations

Abstract

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.

Original languageEnglish
Pages (from-to)129-131
Number of pages3
JournalInternational Journal of Hospitality Management
Volume55
DOIs
StatePublished - May 1 2016

Keywords

  • Housekeeping
  • Tipping
  • Turndown service

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