کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1012273 1482647 2013 9 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Facial attractiveness and stereotypes of hotel guests: An experimental research
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
پیش نمایش صفحه اول مقاله
Facial attractiveness and stereotypes of hotel guests: An experimental research
چکیده انگلیسی

The purpose of this research was to determine social interaction between hospitality employees and their guests, and consequently assess how front-line employees categorize and stereotype hotel guests based on their facial attractiveness with reference to three main characteristics. Social stereotypes represent a means of information transmission in the communication process and can enable a more rapid transfer of information during the service delivery in the hospitality industry. The experimental research was conducted with 113 hospitality employees at seven hospitality organizations on the Slovenian coast. The results showed a correlation between the perception of hotel guests' facial attractiveness with their assumed characteristics that can lead to stereotyping. Hotel employees often link the guest's facial attractiveness with three common perceived characteristics – guests' propensity to spend, guests' predisposition to being demanding and guests' ‘kindness’, and tend to stereotype them on the same basis. These research findings contribute to a better understanding of the complex interactions that occur during a service encounter and show how facial attractiveness of guests plays an important role in the construction of stereotypes by the hospitality employees.


► Stereotypes affect social interaction between hotel employees and their guests.
► In the experiment three most common perceived guests' characteristics were examined.
► Guests are stereotyped by hotel employees according to their facial attractiveness.
► Facially more attractive are perceived as more demanding, kind and better consumers.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Tourism Management - Volume 36, June 2013, Pages 57–65
نویسندگان
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