Tipping Practices, Employee Motivation and Service Delivery Performance among 4 and 5-star Hotel Employees in Penang

Nurnadhirah Zahari, Zulhan Othman, Nor Adila Kedin, Azdel Abdul Aziz and Mohd Faeez Saiful Bakhtiar

Information Management and Business Review, 2025, vol. 17, issue 4, 10-18

Abstract: Tipping is a prevalent phenomenon that is best understood as a result of various cultural norms and payment practices. The anticipation of receiving the tips is considered as work motivation; act as a catalyst for employees to elevate their service delivery. While it may a common for others; tipping is not customary among Malaysians. This paper examined the interconnection between tipping, employee motivation, and service delivery performance within the 4 and 5-star hotels in Penang, Malaysia. Using quantitative research approach, a total of 348 usable responses (collected among F&B employees) were retrieved for analysis. It was found that there is a strong positive relationship between all tested variables; and employee motivation fully mediates the relationship between tipping practices and service delivery performance. Outcome from this study is hoped to provide valuable insights for academicians into consumer behavior and cultural practices, while offering the hotel industry with strategies to improve the service delivery performance.

Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:17:y:2025:i:4:p:10-18

DOI: 10.22610/imbr.v17i4(I).4512

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