| Popis: |
This study sought to establish the effect of service tipping on the learning and growth performance of hotels in Kenya based on the Balanced Score Card Perspective. The study adopted a mixed-method including descriptive survey and predictive correlation research designs targeting 183 star rated hotels in Kenya. Data collection was mainly done through physical dropping of the questionnaires by research assistants to hotels around towns and by mail, especially to hotels inaccessible either in towns or away from towns. The study was conducted in a period of one month using structured questionnaires. The study used the drop-and-pick procedure for the required data collection, whereas some of the questionnaires were mailed to the respondents. In addition, the study uses descriptive statistics such as means, standard deviation and percentages and inferential statistics using Regression Analysis. This study concluded that the service tipping statistically and significantly influenced the learning performance of the star-rated hotels in Kenya. Therefore, the study recommended that the hotel owners should also see service tipping as a performance opportunity rather than revenue leakage, just as the findings from this study have statistically proved it. This should make them invest in Service Tipping to motivate the employees, who in turn will offer superior services that attract customers leading to the desired satisfaction. In addition, service tipping should be a strategy adopted by the hotels' managers to enhance their performance. |
