TIPPING AND THE AFFECTS ON MOTIVATION AND PERFORMANCE ...
TIPPING AND THE AFFECTS ON MOTIVATION AND PERFORMANCE IN THE HOSPITALITY INDUSTRY
Scott Dimmock
Presented as part of the requirement for an award within the Undergraduate Modular Scheme at the University of Gloucestershire
April 2009
Declaration
This Dissertation is a product of my own work and is NOT the result of any collaboration.
I agree that this Dissertation may be available for reference either in print or online*
Scott Dimmock
*Online dissertations will be made available through the Learning Centre Catalogue but may be subsequently moved to a suitable University digital repository.
Access to online dissertations is currently restricted to University staff and students, on a read-only basis.
Abstract
This study explores tipping as a motivator in the UK and the USA. To investigate motivational aspects and tipping issues primary and secondary research was undertaken, the primary research involved quantitative methods of data collection from a hotel in the USA and a hotel in the UK, from the perspectives of the servers. The study identified a number of key findings, of which some complemented the secondary research in the literature review and some contradicting. Among the findings were social norm aspects of tipping, motivational aspects behind tipping and the negative issues tipping entails. The conclusion identifies the appropriateness of each countries methods and practices towards tipping and alternative means of motivating servers to perform better.
Acknowledgements
I would like to acknowledge many people for helping me throughout my dissertation. Firstly, Angela Tomkins for her guidance during this study. Secondly, my family and friends in supporting me throughout the course of my studies. Finally I would like to thank the hotels and employees who agreed to take part and answer questions, without which this study could not have been possible.
Contents Page
Title page………………………………………………………………………………..1
Declaration………………………………………………………………………………2
Abstract………………………………………………………………………………….3
Acknowledgements…………………………………………………………………….4
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