Pub Date : 2021-07-19DOI: 10.1177/19389655211033540
Juan Du, E. Ma, Xinyue Lin, Yao-Chin Wang
This study developed and tested a multilevel, moderated mediation model of whether, how, and when authentic leadership can affect employee work engagement in a hotel context, building on social exchange theory. A two-wave data collection process gathered 440 valid responses of hotel frontline employees from five-star hotels in China. The result supported a positive influence of authentic leadership on work engagement and the mediating role of leader–member exchange (LMX). Hotel employees’ perceived power distance orientation moderated the indirect relationship between authentic leadership and work engagement through LMX. In contrast to previous studies supporting the negative effect of power distance on employee behavior, the present findings suggest that power distance strengthens the relationship between authentic leadership and hotel employees’ work engagement. This study contributes to authentic leadership literature and provides insights into how interactions between personal and contextual factors affect authentic leadership’s influence on work engagement in hospitality organizations.
{"title":"Authentic Leadership and Engaging Employees: A Moderated Mediation Model of Leader–Member Exchange and Power Distance","authors":"Juan Du, E. Ma, Xinyue Lin, Yao-Chin Wang","doi":"10.1177/19389655211033540","DOIUrl":"https://doi.org/10.1177/19389655211033540","url":null,"abstract":"This study developed and tested a multilevel, moderated mediation model of whether, how, and when authentic leadership can affect employee work engagement in a hotel context, building on social exchange theory. A two-wave data collection process gathered 440 valid responses of hotel frontline employees from five-star hotels in China. The result supported a positive influence of authentic leadership on work engagement and the mediating role of leader–member exchange (LMX). Hotel employees’ perceived power distance orientation moderated the indirect relationship between authentic leadership and work engagement through LMX. In contrast to previous studies supporting the negative effect of power distance on employee behavior, the present findings suggest that power distance strengthens the relationship between authentic leadership and hotel employees’ work engagement. This study contributes to authentic leadership literature and provides insights into how interactions between personal and contextual factors affect authentic leadership’s influence on work engagement in hospitality organizations.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211033540","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42992505","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-09DOI: 10.1177/19389655211031442
F. Chen, D. Quadri-Felitti, A. Mattila
Although cool brands are increasingly popular in the marketplace, there is scant research examining generational differences in consumers’ coolness perceptions. To address this gap, the present research investigates consumers’ perceived coolness of hotels and the consequent brand attitudes among four generations of consumers. Our findings suggest that perceived coolness of a hotel brand varies across generations. Baby Boomers’ perceptions of cool hotels are different from younger generations including Gen Z, Millennials, and Gen X. However, all generations show positive attitudes toward hotel brands that they recognize as cool due to perceived autonomy. This research contributes to the hospitality literature on hotel branding. Managerial implications for hospitality marketers are discussed.
{"title":"Generation Influences Perceived Coolness But Not Favorable Attitudes Toward Cool Hotel Brands","authors":"F. Chen, D. Quadri-Felitti, A. Mattila","doi":"10.1177/19389655211031442","DOIUrl":"https://doi.org/10.1177/19389655211031442","url":null,"abstract":"Although cool brands are increasingly popular in the marketplace, there is scant research examining generational differences in consumers’ coolness perceptions. To address this gap, the present research investigates consumers’ perceived coolness of hotels and the consequent brand attitudes among four generations of consumers. Our findings suggest that perceived coolness of a hotel brand varies across generations. Baby Boomers’ perceptions of cool hotels are different from younger generations including Gen Z, Millennials, and Gen X. However, all generations show positive attitudes toward hotel brands that they recognize as cool due to perceived autonomy. This research contributes to the hospitality literature on hotel branding. Managerial implications for hospitality marketers are discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211031442","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42312443","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-07DOI: 10.1177/19389655211022661
S. Xu, Larry R. Martinez, Hubert B. van Hoof
Employee strain is a significant and costly issue for hospitality organizations. This study investigated the change trajectory of strain pre, during, and post a discrete stressful event and how cohesion and group emotional variability altered the shape of the trajectory. Using an experience sampling method approach, we gathered 402 daily observations from 84 workers in a period that included a specific stressful event, the opening of a one-night “theme dinner” restaurant that catered to dinner guests from the general public. We used latent growth curve modeling to investigate the change of strain among employees over time. The results showed that indicators of strain displayed inverted U-shaped trajectories (i.e., strain increased before and decreased after the stressful event) and that group cohesion and emotional variability affected the starting value and the change trajectory of strain. By investigating strain on a daily basis and considering group-based influences in response to discrete stressful events, this study provides significant implications to the hospitality literature and suggestions to hospitality managers on how to alleviate the impact of strain among their workforces.
{"title":"How Team Emotions Impact Individual Employee Strain Before, During, and After a Stressful Event: A Latent Growth Curve Modeling Approach","authors":"S. Xu, Larry R. Martinez, Hubert B. van Hoof","doi":"10.1177/19389655211022661","DOIUrl":"https://doi.org/10.1177/19389655211022661","url":null,"abstract":"Employee strain is a significant and costly issue for hospitality organizations. This study investigated the change trajectory of strain pre, during, and post a discrete stressful event and how cohesion and group emotional variability altered the shape of the trajectory. Using an experience sampling method approach, we gathered 402 daily observations from 84 workers in a period that included a specific stressful event, the opening of a one-night “theme dinner” restaurant that catered to dinner guests from the general public. We used latent growth curve modeling to investigate the change of strain among employees over time. The results showed that indicators of strain displayed inverted U-shaped trajectories (i.e., strain increased before and decreased after the stressful event) and that group cohesion and emotional variability affected the starting value and the change trajectory of strain. By investigating strain on a daily basis and considering group-based influences in response to discrete stressful events, this study provides significant implications to the hospitality literature and suggestions to hospitality managers on how to alleviate the impact of strain among their workforces.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211022661","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48573344","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-06DOI: 10.1177/19389655211029914
V. Agarwal, J. V. Koch, R. McNab
Because individual listing data for Airbnb typically are not publicly available, private companies have emerged to estimate the performance of Airbnb listings. The implicit assumption of a growing number of academics, policymakers, and consultants is that Airdna’s performance measures are directly comparable with those of STR. We argue that Airdna’s measures of Occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR) do not conform to industry standards and exhibit significant bias. We expand available evidence by explicitly quantifying the sources and magnitude of the biases for Airdna’s performance measures for Airbnb listings. Using Airdna’s individual listing data for Virginia between the first quarter of 2015 and the 4th quarter of 2019, we find, on average, Airdna’s performance measures for Occupancy, ADR, and RevPAR were biased upward by 60 percent, 78 percent, and 179 percent, respectively.
{"title":"Airbnb’s Success: Does It Depend on Who Is Measuring?","authors":"V. Agarwal, J. V. Koch, R. McNab","doi":"10.1177/19389655211029914","DOIUrl":"https://doi.org/10.1177/19389655211029914","url":null,"abstract":"Because individual listing data for Airbnb typically are not publicly available, private companies have emerged to estimate the performance of Airbnb listings. The implicit assumption of a growing number of academics, policymakers, and consultants is that Airdna’s performance measures are directly comparable with those of STR. We argue that Airdna’s measures of Occupancy, Average Daily Rate (ADR), and Revenue per Available Room (RevPAR) do not conform to industry standards and exhibit significant bias. We expand available evidence by explicitly quantifying the sources and magnitude of the biases for Airdna’s performance measures for Airbnb listings. Using Airdna’s individual listing data for Virginia between the first quarter of 2015 and the 4th quarter of 2019, we find, on average, Airdna’s performance measures for Occupancy, ADR, and RevPAR were biased upward by 60 percent, 78 percent, and 179 percent, respectively.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211029914","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47313890","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-04DOI: 10.1177/19389655211029912
D. Vashdi, Tal Katz-Navon, Marianna Delegach
Frontline hotel employees face a complex organizational environment that constantly makes multiple demands, creating a persistent trade-off between service as a key element of the organization’s strategy and other competing or even conflicting goals. This study proposes an integrated and unique way of discerning the relationship between service climate and service performance through the prism of surface and deep acting emotional labor and suggests a new dimension of the service climate—the service priority climate. Specifically, we examined employees’ use of emotional labor strategies as a mechanism that explains the relationship between service priority climate and service performance. We also investigated whether workload pressure influences this relationship. Using a multilevel, multisource study, we surveyed a sample of 245 hotel employees working in 39 departments and their direct managers. The results demonstrated that when employees regarded service as a priority compared with other competing goals, they used more deep acting emotional labor strategies, resulting in better service performance. However, this was apparent only when workload pressure was low. Implications for hospitality organizations are discussed.
{"title":"Service Priority Climate and Service Performance Among Hospitality Employees: The Role of Emotional Labor and Workload Pressure","authors":"D. Vashdi, Tal Katz-Navon, Marianna Delegach","doi":"10.1177/19389655211029912","DOIUrl":"https://doi.org/10.1177/19389655211029912","url":null,"abstract":"Frontline hotel employees face a complex organizational environment that constantly makes multiple demands, creating a persistent trade-off between service as a key element of the organization’s strategy and other competing or even conflicting goals. This study proposes an integrated and unique way of discerning the relationship between service climate and service performance through the prism of surface and deep acting emotional labor and suggests a new dimension of the service climate—the service priority climate. Specifically, we examined employees’ use of emotional labor strategies as a mechanism that explains the relationship between service priority climate and service performance. We also investigated whether workload pressure influences this relationship. Using a multilevel, multisource study, we surveyed a sample of 245 hotel employees working in 39 departments and their direct managers. The results demonstrated that when employees regarded service as a priority compared with other competing goals, they used more deep acting emotional labor strategies, resulting in better service performance. However, this was apparent only when workload pressure was low. Implications for hospitality organizations are discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211029912","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44910245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-01DOI: 10.1177/19389655211025475
Lu Lu, Nathan Neale, Nathaniel D. Line, Mark Bonn
As the use of Amazon’s Mechanical Turk (MTurk) has increased among social science researchers, so, too, has research into the merits and drawbacks of the platform. However, while many endeavors have sought to address issues such as generalizability, the attentiveness of workers, and the quality of the associated data, there has been relatively less effort concentrated on integrating the various strategies that can be used to generate high-quality data using MTurk samples. Accordingly, the purpose of this research is twofold. First, existing studies are integrated into a set of strategies/best practices that can be used to maximize MTurk data quality. Second, focusing on task setup, selected platform-level strategies that have received relatively less attention in previous research are empirically tested to further enhance the contribution of the proposed best practices for MTurk usage.
{"title":"Improving Data Quality Using Amazon Mechanical Turk Through Platform Setup","authors":"Lu Lu, Nathan Neale, Nathaniel D. Line, Mark Bonn","doi":"10.1177/19389655211025475","DOIUrl":"https://doi.org/10.1177/19389655211025475","url":null,"abstract":"As the use of Amazon’s Mechanical Turk (MTurk) has increased among social science researchers, so, too, has research into the merits and drawbacks of the platform. However, while many endeavors have sought to address issues such as generalizability, the attentiveness of workers, and the quality of the associated data, there has been relatively less effort concentrated on integrating the various strategies that can be used to generate high-quality data using MTurk samples. Accordingly, the purpose of this research is twofold. First, existing studies are integrated into a set of strategies/best practices that can be used to maximize MTurk data quality. Second, focusing on task setup, selected platform-level strategies that have received relatively less attention in previous research are empirically tested to further enhance the contribution of the proposed best practices for MTurk usage.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211025475","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45529906","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-07-01DOI: 10.1177/19389655211025472
F. Chen, Stephanie Q. Liu, A. Mattila
While the restaurant industry is seeing an unprecedented rise of ethnic restaurants, the existing hospitality literature provides little guidance on how to enhance perceived uniqueness of ethnic menu offerings through visual design. The present research offers an innovative marketing strategy (i.e., using real handwriting in menus) to boost consumer evaluations. From a consumer behavior perspective, we examine the impact of menu style (handwriting vs. print) and the moderating roles of restaurant busyness (busy vs. non-busy) and gender (female vs. male) on consumers’ menu processing. Findings of this research show that handwriting offers a competitive advantage when the restaurant is less busy and when the consumer is a male. Moreover, the moderated mediation results reveal that perceived uniqueness of ethnic menu offerings is the underlying mechanism explaining the impact of menu style, busyness, and gender on consumer attitudes toward the menu. Theoretical and managerial implications for hospitality managers are discussed.
{"title":"Ethnic Restaurants: Bringing Uniqueness to the Table Through Handwriting","authors":"F. Chen, Stephanie Q. Liu, A. Mattila","doi":"10.1177/19389655211025472","DOIUrl":"https://doi.org/10.1177/19389655211025472","url":null,"abstract":"While the restaurant industry is seeing an unprecedented rise of ethnic restaurants, the existing hospitality literature provides little guidance on how to enhance perceived uniqueness of ethnic menu offerings through visual design. The present research offers an innovative marketing strategy (i.e., using real handwriting in menus) to boost consumer evaluations. From a consumer behavior perspective, we examine the impact of menu style (handwriting vs. print) and the moderating roles of restaurant busyness (busy vs. non-busy) and gender (female vs. male) on consumers’ menu processing. Findings of this research show that handwriting offers a competitive advantage when the restaurant is less busy and when the consumer is a male. Moreover, the moderated mediation results reveal that perceived uniqueness of ethnic menu offerings is the underlying mechanism explaining the impact of menu style, busyness, and gender on consumer attitudes toward the menu. Theoretical and managerial implications for hospitality managers are discussed.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211025472","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45838321","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-30DOI: 10.1177/19389655211028143
Linchi Kwok, Jungwoo Lee, Spring H. Han
This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 (Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.
{"title":"Crisis Communication on Social Media: What Types of COVID-19 Messages Get the Attention?","authors":"Linchi Kwok, Jungwoo Lee, Spring H. Han","doi":"10.1177/19389655211028143","DOIUrl":"https://doi.org/10.1177/19389655211028143","url":null,"abstract":"This study assessed internet users’ attention to hospitality companies’ COVID-19 messages on social media. We used 657 Facebook and 754 Twitter messages initiated by eight of the world’s largest hotel chains between January and mid-June 2020 for the exploratory analysis. Under the situational crisis communication theory, the analysis reveals that hotels shared five types of COVID-19 (Prevention, Reminding, Ingratiation, Victimage, and Updates) versus Non-COVID-19 messages. Descriptive analysis and a series of t test, analysis of variance, and post hoc analyses reveal that hotels did not share any COVID-19 information until March 2020. Moreover, COVID-19 messages only accounted for about 20% of all messages, among which hotels shared Ingratiation and Updates messages most often. COVID-19 messages received more reactions, comments, and shares/retweets than Non-COVID-19 messages on both Facebook and Twitter, indicating the attention paid to the COVID-19 messages posted on a business’ social media page, which can help businesses spread the information in their networks. Specifically, Prevention, Reminding (although underused), Ingratiation, Updates, and messages with photos and videos received more attention. Such findings extend the crisis communication literature and help businesses develop effective communication strategies to engage their stakeholders on social media during the pandemic.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211028143","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47805443","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-17DOI: 10.1177/19389655211020254
Jaewook Kim, Sung in Kim, Minwoo Lee
Due to service product characteristics and a mix of complex sales, it is crucial for hotel firms to efficiently design limited physical spaces that serve multiple purposes to optimize revenue and maximize profit. Since luxury hotel properties have different operation strategies than limited-service hotels, their operational efficiency should be a reference during strategic decision-making processes. Primary research purpose is to identify the most efficient operation model for luxury hotel properties. The study computed operation efficiency scores using the data envelopment analysis approach to rank the property efficiency of 37 fully equipped luxury hotels in the United States. Each property can utilize slack analysis to discover a strategic benchmarking company (best efficient frontier) and intuitive strategic recommendations and gain superior input and output productivity. Tobit model analysis provides supplemental understandings regarding the additional operational factors impacting luxury hotel properties’ efficiency score variations. Operating efficiency was found to be achieved by multiple operating inputs and influenced by relative price, fixed costs, and management systems. Theoretical comprehensiveness of luxury service mix has been empirically tested by highlighting efficiency as a key measure. In addition, RevPAR’s ratio on TRevPAR further highlights the importance for luxury hotels to increase non-room sales and revenues to accomplish efficiency.
{"title":"What to Sell and How to Sell Matters: Focusing on Luxury Hotel Properties’ Business Performance and Efficiency","authors":"Jaewook Kim, Sung in Kim, Minwoo Lee","doi":"10.1177/19389655211020254","DOIUrl":"https://doi.org/10.1177/19389655211020254","url":null,"abstract":"Due to service product characteristics and a mix of complex sales, it is crucial for hotel firms to efficiently design limited physical spaces that serve multiple purposes to optimize revenue and maximize profit. Since luxury hotel properties have different operation strategies than limited-service hotels, their operational efficiency should be a reference during strategic decision-making processes. Primary research purpose is to identify the most efficient operation model for luxury hotel properties. The study computed operation efficiency scores using the data envelopment analysis approach to rank the property efficiency of 37 fully equipped luxury hotels in the United States. Each property can utilize slack analysis to discover a strategic benchmarking company (best efficient frontier) and intuitive strategic recommendations and gain superior input and output productivity. Tobit model analysis provides supplemental understandings regarding the additional operational factors impacting luxury hotel properties’ efficiency score variations. Operating efficiency was found to be achieved by multiple operating inputs and influenced by relative price, fixed costs, and management systems. Theoretical comprehensiveness of luxury service mix has been empirically tested by highlighting efficiency as a key measure. In addition, RevPAR’s ratio on TRevPAR further highlights the importance for luxury hotels to increase non-room sales and revenues to accomplish efficiency.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-06-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211020254","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45721136","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-06-15DOI: 10.1177/19389655211022660
Kawon Kim, Melissa A. Baker
Some of the luxury consumption literature suggests that luxury consumption is a beneficial social signal for the actor which facilitates social interaction. However, a different stream of recent research suggests that luxury consumption bears social costs to the actor. In the employee–customer interaction context, wearing luxury brands can either benefit or backfire for the employee depending on the situation whether luxury status or warmth is necessary. Based on the gaps in the literature, this study examines the impact of employee conspicuous cues by utilizing luxury consumption and elitism attitude on employee–customer rapport and behavioral intentions. The study results show that employees wearing luxury brands increase customers’ perceived impression management toward the employee. Such perception is strengthened when employees show an elitism attitude. In addition, when employees wear luxury brands, customers are more likely to build rapport with employees when they show a democratic attitude, as they perceive the employees are less likely to involve in impression management than showing an elitism attitude. The results build upon the luxury hospitality literature, aesthetic labor, impression management, and rapport literature.
{"title":"Luxury Branding in the Hospitality Industry: The Impact of Employee’s Luxury Appearance and Elitism Attitude","authors":"Kawon Kim, Melissa A. Baker","doi":"10.1177/19389655211022660","DOIUrl":"https://doi.org/10.1177/19389655211022660","url":null,"abstract":"Some of the luxury consumption literature suggests that luxury consumption is a beneficial social signal for the actor which facilitates social interaction. However, a different stream of recent research suggests that luxury consumption bears social costs to the actor. In the employee–customer interaction context, wearing luxury brands can either benefit or backfire for the employee depending on the situation whether luxury status or warmth is necessary. Based on the gaps in the literature, this study examines the impact of employee conspicuous cues by utilizing luxury consumption and elitism attitude on employee–customer rapport and behavioral intentions. The study results show that employees wearing luxury brands increase customers’ perceived impression management toward the employee. Such perception is strengthened when employees show an elitism attitude. In addition, when employees wear luxury brands, customers are more likely to build rapport with employees when they show a democratic attitude, as they perceive the employees are less likely to involve in impression management than showing an elitism attitude. The results build upon the luxury hospitality literature, aesthetic labor, impression management, and rapport literature.","PeriodicalId":47888,"journal":{"name":"Cornell Hospitality Quarterly","volume":null,"pages":null},"PeriodicalIF":3.5,"publicationDate":"2021-06-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1177/19389655211022660","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45010162","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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