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dc.contributor.author
Elena, Mitsiou
el
dc.date.accessioned
2018-04-17T09:49:59Z
dc.date.available
2018-04-18T00:00:30Z
dc.date.issued
2018-04-17
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/29016
dc.rights
Default License
dc.subject
Tipping
en
dc.subject
Services marketing
el
dc.subject
Service charge
el
dc.subject
Service quality
el
dc.subject
Service management
el
dc.title
The tip of the Iceberg The implications of tipping in services marketing in the context of small and medium enterprises in Greece: an examination of the relationship between tipping and service quality and management
el
heal.type
masterThesis
en_US
heal.creatorID.email
elenamitsiouihu@gmail.com
heal.classification
Services Marketing
el
heal.keywordURI.LCSH
Service industries--Marketing
heal.keywordURI.LCSH
Service industries--Management
heal.keywordURI.LCSH
Tipping
heal.contributorName
Mitsiou, Elena
el
heal.language
en
en_US
heal.access
free
en_US
heal.license
http://creativecommons.org/licenses/by-nc/4.0
en_US
heal.recordProvider
School of Economics, Business Administration and Legal Studies, MSc in Hospitality and Tourism Management
en_US
heal.publicationDate
2018-04-15
heal.abstract
This dissertation was written as part of the MSc in Hospitality and Tourism Management at the International Hellenic University. Purpose - The purpose of this dissertation is to outline the service management issues surrounding tipping and to identify ways in which tipping can be strategically deployed to contribute to the optimization of the firm. Hence, the aim is to make a contribution to the knowledge regarding tipping, by extending if possible the existing debate, and reach certain findings that will act as guidance for management decisions regarding tipping in the small and medium enterprises in Greece. Design - Objectives are achieved through conceptual review of the relevant literature on tipping and through primary research obtained through the use of a questionnaire as well as the analysis of certain secondary data sources. Findings - The findings of the study reveal that the more formal the tipping policy, the better is the impact on service management. More specifically, service charge is considered the best tipping policy since it constitutes a fair motivational and compensational system that boosts team collaboration, excludes individualistic views of the workplace, and boosts organizational commitment. Hence, service charge can eliminate the hidden perils of tipping. In addition to this, by ameliorating the above mentioned parameters, service charge can finally contribute to the optimization of service quality, service management and thus to the overall optimization of the firm in the hospitality industry. Practical Implications - The findings of this study clearly state that service charge ,where either voluntary tipping is still permitted or not, is the best way through which firms can institutionalize tipping in order for tipping to contribute to the optimization of service quality, service management and thus to the optimization of the firm. Worth –mentioning at this point is the fact that, Greece is a social context where voluntary tipping is deeply rooted and acknowledged as a custom. This explains the fact that although service charge is believed to be the best tipping practice, participants still choose not to exclude voluntary tipping even if service charge occurs. Therefore, in social contexts where voluntary tipping is not widely acknowledged, service charge, where additional voluntary tipping is not encouraged, would constitute the ideal way of institutionalizing tipping. ~ 3 ~ Originality/Value- The literature on tipping consists mainly of research examining tipping in relation to the psychological and social context within which it occurs. Thus, tipping in services marketing has received little attention up to now. More specifically, in the Greek context there is no known study discussing tipping in relation to service management. Hence, this current study is designed to address this void and constitute a comprehensive guide both for other researchers and for service industry managers.
en
heal.advisorName
Katsaliaki, Korina
el
heal.committeeMemberName
Kyrgidou, Lida
en
heal.academicPublisher
IHU
el
heal.academicPublisherID
ihu
en_US
heal.spatialCoverage
Greece
en


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