ANALISA BUDAYA TIPPING DI HOTEL DILIHAT DARI PERSEPSI KARYAWAN DAN PENGARUHNYA TERHADAP JOB FAIRNESS DAN KUALITAS LAYANAN

Yulius Andrian Sugiarto(1*), Imanuel Anugerah APRP(2), Serli Wijaya(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


Pemberian tip saat ini sudah merupakan hal yang umum dilakukan oleh masyarakat Indonesia terutama di industri pariwisata dalam bidang perhotelan. Berdasarkan fenomena tersebut, penulis ingin mengetahui apakah pemberian tip  berpengaruh terhadap job fairness dan kualitas layanan yang diberikan oleh karyawan hotel kepada tamu. Penulis mengambil karyawan front office dan food and beverage di Surabaya sebagai partisipan penelitian. Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan wawancara sebagai metode pengambilan data. Sampel dari penelitian ini adalah 8 orang karyawan dari food and beverage department dan front office department di beberapa hotel di Surabaya. Hasil penelitian menunjukkan bahwa tip berpengaruh terhadap kualitas layanan yang diberikan oleh informan yang bekerja di front office department akan tetapi hal ini tidak memiliki pengaruh kepada informan yang bekerja di food and beverage department di Surabaya. Pada penelitian ini juga ditemukan bahwa working environment dapat mempengaruhi cara pandang informan terhadap sistem tipping.


Keywords


Tip, kualitas layanan, job fairness, food and beverage, front office.

Full Text:

PDF

References


DAFTAR REFERENSI

Adams, J. S. (1963). Toward an understanding of inequity. Journal of Abnormal and Social Psychology. 67, 422-436

Azar, O. H. (2003). The implications of tipping for economics and management. International Journal of Social Economics, 30 (10), 1084-1094

Azar, O. H. (2007). Why pay extra? Tipping and the importance of social norms and feeling in economic theory. Journal of Socio-Economics, 36 (2), 250-265

Azwar, S. (2005). Metode penelitian. Yogyakarta: Pustaka Pelajar

Boella, M. J.(2005). Human resource Management in the hospitality industry. Amsterdam : Elseiver Butterworth-Heinemann

Brown, N.E., & Rolle, S. (1991). Tips versus service charges. The Iowa scene Cornell Hotel and Restaurant Administrator Quarterly, 75(2), 11-13.

Casey, B. (2001). Tipping in New Zealand restaurant. Journal of Hospitality Management, 20, 219-225

Colquitt, J. SA., Conlon, D. E., Wesson M. J., (2001). Justice at the millennium: A meta-analytical review of 25 years of organizational Justice Research. Journal of Applied Psychology, 86(3), 425 – 445.

Creswell, W. John. (2008). Research design : Quantitative, qualitative, and mixed methods approaches. SAGE Publications, Inc

Cropanzano, R., Byrne, Z. S., Bobocel, D.R., & Rupp, D.E. (2001). Moral virtues, fairness heuristics, social entities, & other denizens of organizational justice. Journal Of Vocational Behavior, 58, 164 – 209.

Cropanzano, R., Bowen, D.E., & Gilliland, S.W. (2007). The Management Of Organizational Justice. Academy Of Management Perspectives, Vol. 21, No. 4, pp. 34 – 38.

Gatta, M. (2009). Restaurant servers, tipping, and resistance. Qualitative Research in Accounting & Management, 6(3), 70-82.

Goldsmith, A. L., Nickson, D. P., Sloan, D. H., dan Wood, R. C. (2002). Human resource management for hospitality services. United Kingdom : Thomson.

Greenberg, J. (1990). Organizational justice: Yesterday, today, and tommorow. Journal Of Management, 16(2),399 – 432.

Hair, F. J., Arthur, H. M., Philip, S., Page. (2007). Research methods for business, education + training, 49(4), 336 – 337.

Kwortnik, R.J., Lynn, M. and Sturman, M. C. (2011). Voluntary tipping and selective attraction and retention of service workers in the united states : An application of the ASA model. International Journal of Human Resources Management, 22(9), 1887-1901

Lin, Inggrid Y., Namasivayam, Karthik. (2011). Understanding restaurant tipping sistems: a human resources perspective. International Journal of Contemporary Hospitality Management, 23(7), 923-940.

Lynn, M. (2000). National character and tipping customs: The needs for achievement, affiliation and power as predictors of the prevalence of tipping. International Journal of Hospitality Management, 19(2), 205-210

Lynn, M., and Simons, T. (2000). Predictors of male and female servers’ average tip earnings. Journal of Applied Social Psychology, 30(2), 241-252

Lynn, M. (2001). Restaurant tipping and service quality: A tenuous relationship. Cornell Hotel and Restaurant Administration Quarterly, 42(1), 14-20.

Lynn, M., Zinkhan, G.M., and Harris, J. (1993). Consumer Tipping: A cross-Country Study. Journal of Consumer Research, 20(3), 478-488.

Martin, W. (2001), Quality service, what every hospitality manager needs to know. New Jersey : Prentice Hall.

Miles, M. & Huberman, A. (1984). Qualitative data analysis. London : Sage Publication.

Milkovich, G.T. and Newman, J.M. (2005). Compensation management. 8th Ed. New York : Prentice Hall.

Moleong, L. J. (1994). Metode penelitian kualitatif. Bandung: PT. Remaja Rosdakarya.

Noe, R.A., Hollenbeck, J.R, Gerhart, B., and Wright, P.M. (2011). Manajemen Sumber Daya Manusia: Mencapai Keunggulan Bersaing, Edisi 6. Penerbit Sala Empat.

Obringer, L.A. (2002). How Tipping Works. Diakses pada 12 May, 2014. Dari : http://people.howstuffworks.com/tipping.html

Sudin, S. (2011). Fairness of and satisfaction with performance appraisal process. Journal of Global Management, 2(1).

Sugiyono. (2010). Metode penelitian pendidikan. Bandung: PT. Alfabeta

Surabaya, Biro Pusat Statistik (18 Januari 2014). Diakses pada 17 April, 2014, Dari: http://jatim.bps.go.id/

Tse, A. (2003). Tipping behaviour: A disconfirmation of expectation perpective. Journal if Hospitality Management, 22, 461-467.

Van den Bos, K. (2001). Uncertainty management : The influence of uncertainty salience on reactions to perceived procedural fairness. Journal of Personality and Social Psychology, 80(6), 931-945.

Zeithaml, Valerie A., Parasuraman, dan Berry, L., (1990). Delivering quality service: balancing customer perceptions and expectations. London: Collier Macmillan Publishers.


Refbacks

  • There are currently no refbacks.