The impact of tangible rewards on empowerment in the hotel sector

Paper


Birch, Dawn. 2002. "The impact of tangible rewards on empowerment in the hotel sector." ServSIG 2001: New Horizons in Services Marketing. Sydney, Australia 26 - 28 May 2001
Paper/Presentation Title

The impact of tangible rewards on empowerment in the hotel sector

Presentation TypePaper
Authors
AuthorBirch, Dawn
Journal or Proceedings TitleProceedings of the Services Research Conference (ServSIG 2001)
Number of Pages11
Year2002
Conference/EventServSIG 2001: New Horizons in Services Marketing
Event Details
ServSIG 2001: New Horizons in Services Marketing
Event Date
26 to end of 28 May 2001
Event Location
Sydney, Australia
Abstract

The need to empower employees to respond in a timely and innovative manner to customer’s requests and problems has been acknowledged as a source of competitive advantage by service managers. Hence, researchers and practitioners have proposed that empowered behaviour should be rewarded. However, research on the impact of tangible rewards on intrinsically motivated behaviour, such as empowered or discretionary behaviour, indicates that tangible rewards may not be effective. In light of the high financial and social costs of administering reward systems, it is important that service managers understand how tangible rewards impact on the behaviour of service employees.

This paper presents the findings of an exploratory study of the impact of tangible reward systems on employee empowerment and the discretionary behaviour of service employees. In-depth interviews, conducted with human resource managers in three five-star hotels, indicated that while management is keen to empower their employees to deal with guest’s need and problems, they are uncertain about how to use rewards to encourage creative discretionary behaviour. Focus groups with staff from four departments of one major hotel indicated that the employees do feel empowered to satisfy guests, however while tangible rewards are appreciated, it is the praise and recognition received from guests, supervisors and peers that motivates them to ‘go the extra mile’. Further, analysis of the focus group discussions indicated that managers who are rewarded and recognised are more likely to reward and recognise the efforts of their subordinates.

Keywordsrewards; hospitality management; incentives
ANZSRC Field of Research 2020350402. Hospitality management
520104. Industrial and organisational psychology (incl. human factors)
350503. Human resources management
Public Notes

No indication of copyright restrictions.

Byline AffiliationsSchool of Management and Marketing
Permalink -

https://research.usq.edu.au/item/9y3q3/the-impact-of-tangible-rewards-on-empowerment-in-the-hotel-sector

Download files


Published Version
Birch_2002_Servsig.pdf
File access level: Anyone

  • 2921
    total views
  • 1316
    total downloads
  • 2
    views this month
  • 2
    downloads this month

Export as

Related outputs

The impact of multiple representations of content using multimedia on learning outcomes
Birch, Dawn, Sankey, Michael and Gardiner, Michael. 2010. "The impact of multiple representations of content using multimedia on learning outcomes." International Journal of Instructional Technology and Distance Learning. 7 (4), pp. 3-19.
Strategies to improve retention of postgraduate business students in distance education courses: an Australian case
Carroll, David, Ng, Eric and Birch, Dawn. 2013. "Strategies to improve retention of postgraduate business students in distance education courses: an Australian case." Turkish Online Journal of Distance Education. 14 (1), pp. 140-153.
The impact of multiple representations of content using multimedia on learning outcomes across learning styles and modal preferences
Sankey, M. D., Birch, D. and Gardiner, M. W.. 2011. "The impact of multiple representations of content using multimedia on learning outcomes across learning styles and modal preferences." International Journal of Education and Development Using Information and Communication Technology. 7 (3), pp. 18-35.
Factors influencing academics' development of interactive multimodal technology-mediated distance higher education courses
Birch, Dawn. 2008. Factors influencing academics' development of interactive multimodal technology-mediated distance higher education courses. Doctorate other than PhD Doctor of Education. Queensland University of Technology.
Factors influencing academics' development of e-learning environments: an Australian case study
Birch, Dawn. 2009. Factors influencing academics' development of e-learning environments: an Australian case study. Berlin, Germany. VDM Verlag Dr. Muller.
Students' perceptions of technology-based marketing courses
Birch, Dawn and Gardiner, Michael. 2005. "Students' perceptions of technology-based marketing courses." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.
Engaging students through multimodal learning environments: the journey continues
Sankey, Michael, Birch, Dawn and Gardiner, Michael. 2010. "Engaging students through multimodal learning environments: the journey continues." Steel, Caroline, Keppell, Michael, Gerbic, Philippa and Housego, Simon (ed.) 27th Annual Conference of the Australasian Society for Computers in Learning in Tertiary Education (ASCILITE 2010). Sydney, Australia 05 - 08 Dec 2010 Brisbane, Australia.
Adopting educational technology to enhance the marketing curriculum: is it worth the effort?
Birch, Dawn, Sankey, Michael and Gardiner, Michael. 2010. "Adopting educational technology to enhance the marketing curriculum: is it worth the effort?" Ballantine, Paul and Finsterwalder, Jorg (ed.) ANZMAC 2010: Doing More With Less. Christchurch, New Zealand 29 Nov - 01 Dec 2010 Christchurch, New Zealand.
Retention and progression of postgraduate business students: An Australian perspective
Carroll, David, Ng, Eric and Birch, Dawn. 2009. "Retention and progression of postgraduate business students: An Australian perspective." Open Learning: The Journal of Open, Distance and e-Learning. 24 (3), pp. 197-209.
PowerPoint with audio: a breeze to enhance the student learning experience
Birch, Dawn. 2009. "PowerPoint with audio: a breeze to enhance the student learning experience." e-Journal of Business Education and Scholarship of Teaching. 3 (1), pp. 36-42.
Impact of entertainment on regional shopping centre image: implications for youth shopper segmentation
Sit, Jason and Birch, Dawn. 2003. "Impact of entertainment on regional shopping centre image: implications for youth shopper segmentation." Geursen, G., Kennedy, R. and Tolo, M. (ed.) ANZMAC 2003: Celebration of Ehrenberg and Bass: Marketing Discoveries, Knowledge and Contribution. Adelaide, Australia 01 - 03 Dec 2003 Melbourne, Australia.
Bringing academics on board: encouraging institution-wide diffusion of e-learning environments
Birch, Dawn and Burnett, Bruce. 2009. "Bringing academics on board: encouraging institution-wide diffusion of e-learning environments." Australasian Journal of Educational Technology. 25 (1), pp. 117-134.
Advancing e-learning policy and practice: influences on academics' adoption, integration and development of multimodal e-learning courses
Birch, Dawn and Burnett, Bruce. 2009. "Advancing e-learning policy and practice: influences on academics' adoption, integration and development of multimodal e-learning courses." Stansfield, Mark and Connolly, Thomas (ed.) Institutional transformation through best practices in virtual campus development: advancing e-learning policies. Hershey, PA, United States. IGI Global. pp. 65-80
Interactive multimodal technology-mediated distance education courses: the academic's perspective
Birch, Dawn and Burnett, Bruce. 2008. "Interactive multimodal technology-mediated distance education courses: the academic's perspective." Japanese Journal of Educational Media Research. 15 (1), pp. 43-60.
Interactive multimodal technology-mediated distance education courses: the academic's perspective
Birch, Dawn. 2008. "Interactive multimodal technology-mediated distance education courses: the academic's perspective." Donaldson, Bill and Turnbull, Andrew (ed.) 2008 Academy of Marketing Annual Conference. Aberdeen, Scotland 08 - 10 Jul 2008 Aberdeen, Scotland, UK.
Drivers for and obstacles to the development of interactive multimodal technology-mediated distance higher education courses
Birch, Dawn and Sankey, Michael D.. 2008. "Drivers for and obstacles to the development of interactive multimodal technology-mediated distance higher education courses ." International Journal of Education and Development Using Information and Communication Technology. 4 (1), pp. 1-10.
Attitudes of distance education students towards compulsory virtual teamwork in an undergraduate business course
Birch, Dawn and McDonald, Jacquelin. 2007. "Attitudes of distance education students towards compulsory virtual teamwork in an undergraduate business course." e-Journal of Business Education and Scholarship of Teaching. 1 (1), pp. 14-23.
An exploratory study to determine students' perceptions of the value of interaction in an Australian classroom context and the perceived impact on learning outcomes
McDonald, Jacquelin, Birch, Dawn, Gray, Anthony, Gururajan, Raj, Hingst, Raymond D. and Maguire, Michael. 2005. "An exploratory study to determine students' perceptions of the value of interaction in an Australian classroom context and the perceived impact on learning outcomes." CRLL 2005: What a Difference a Pedagogy Makes: Researching Lifelong Learning and Teaching. Glasgow, Scotland 24 - 26 Jun 2005 London, United Kingdom.
Entertainment-seeking shopping centre patrons: the missing segments
Sit, Jason, Merrilees, Bill and Birch, Dawn. 2003. "Entertainment-seeking shopping centre patrons: the missing segments." International Journal of Retail and Distribution Management. 31 (2), pp. 80-94. https://doi.org/10.1108/09590550310461985
Assessment of online reflections: engaging english second language (ESL) students
Birch, Dawn and Volkov, Michael. 2007. "Assessment of online reflections: engaging english second language (ESL) students." Australasian Journal of Educational Technology. 23 (3), pp. 291-306.
An exploratory study on service dimensions of regional shopping centres: A segmentation approach’
Sit, Jason, Wong, Ho Yin and Birch, Dawn. 2002. "An exploratory study on service dimensions of regional shopping centres: A segmentation approach’." Shaw, Robin N., Adam, Stewart and McDonald, Heath (ed.) ANZMAC 2002. Melbourne, Australia 02 - 04 Dec 2002 Melbourne, Australia.
An exploratory study on performance dimensions of sub-regional shopping centers
Sit, Jason and Birch, Dawn. 2001. "An exploratory study on performance dimensions of sub-regional shopping centers." Chetty, Sylvie and Collins, Brett (ed.) ANZMAC 2001: Bridging Marketing Theory and Practice. Auckland, New Zealand 01 - 05 Dec 2001 Auckland, New Zealand.
Participation in asynchronous online discussions for student assessment
Birch, Dawn. 2004. "Participation in asynchronous online discussions for student assessment." ANZMAC 2004: Marketing Accountabilities and Responsibilities. Wellington, New Zealand 29 Nov - 01 Dec 2004 Wellington, New Zealand.
Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course
McPhail, Janelle and Birch, Dawn. 2004. "Student’s attitudes towards technology-enhanced learning resources for an introductory marketing course." ANZMAC 2004: Marketing Accountabilities and Responsibilities. Wellington, New Zealand 29 Nov - 01 Dec 2004 Wellington, New Zealand.
Pedagogical motivations and barriers for developing multi-modal distance education courses
Birch, Dawn. 2006. "Pedagogical motivations and barriers for developing multi-modal distance education courses." Ogunmokun, Gabriel, Gabbay, Rony and Rose, Janelle (ed.) 2nd Biennial Conference of the Academy of World Business, Marketing and Management Development: Business Across Borders in the 21st Century. Paris, France 10 - 13 Jul 2006 Perth, Western Australia.
Students' perceptions of a virtual team assessment item (VTAI): An Australian case study
Birch, Dawn and McDonald, Jacquelin. 2005. "Students' perceptions of a virtual team assessment item (VTAI): An Australian case study." 7th ODLAA Conference. Adelaide, Australia 09 - 11 Nov 2005
Researching transmodal delivery at USQ: different horses for different courses
Sankey, Michael D. and Birch, Dawn. 2005. "Researching transmodal delivery at USQ: different horses for different courses." New Researchers for New Times: Conference for Postgraduate Students and Early Career Researchers (2005). Brisbane, Australia 28 - 29 Oct 2005
Students' perceptions of compulsory asynchronous online discussion
Birch, Dawn and Volkov, Michael. 2005. "Students' perceptions of compulsory asynchronous online discussion." Purchase, Sharon (ed.) Australian and New Zealand Marketing Academy Conference (ANZMAC 2005): Broadening the Boundaries. Fremantle, Australia 05 - 07 Dec 2005 Fremantle, Western Australia.