A recent poll conducted for the Go the Extra Mile for Service (GEMS) Up Movement showed that locals felt the performance of service staff here was below their expectations, a contrast compared to the views of tourists. On these findings, SMU Academic Director of the Institute of Service Excellence (ISES) Dr Marcus Lee said that this was probably because tourists were more relax since they were on holiday here. He noted that GEMS Up’s objective was to raise the standard of the service industry, but opined that this might not necessarily be driven by tipping alone.