RESEARCH ON THE INFLUENCE OF TIP/BOA ON EMPLOYEE ATTITUDES IN SELECTED JOB POSITIONS WITHIN THE TOURISM INDUSTRY

Abstract

The purpose of this article is to examine the influence of tipping (Tip) on the service attitudes of employees in various job positions within the service industry in Da Nang city. Based on data from 393 observations, the study utilized the PLS-SEM algorithm and Bootstraping analysis using SmartPLS4 software to investigate the relationships among variables such as tips, perceived threats, satisfaction with tip management policies, and employee attitudes. The results indicate a positive impact of tips on employee service attitudes. Perceived threats and the working environment did not significantly affect the relationship between tips and service attitudes. Satisfaction with tip management policies also played a crucial role in creating a positive working environment and promoting positive attitudes among employees. The research findings suggest the need for enhanced training on the positive effects of tips and the establishment of transparent tip management policies to optimize the service environment and enhance both employee and customer satisfaction.