Hospitality aesthetic labor management: Consumers' and prospective employees' perspectives of hospitality brands

被引:17
|
作者
Wu, Laurie [1 ]
King, Ceridwyn A. [2 ]
Lu, Lu [3 ]
Guchait, Priyanko [4 ]
机构
[1] Temple Univ, Dept Tourism & Hospitality Management, 1810 North 13th St,Speakman Hall 332, Philadelphia, PA 19122 USA
[2] Temple Univ, Dept Tourism & Hospitality Management, 1810 North 13th St,Speakman Hall 325, Philadelphia, PA 19122 USA
[3] Temple Univ, Dept Tourism & Hospitality Management, 1810 North 13th St,Speakman Hall 329, Philadelphia, PA 19122 USA
[4] Univ Houston, Conrad N Hilton Coll Hotel & Restaurant Managemen, 4450 Univ Dr,Room S226, Houston, TX 77204 USA
关键词
Aesthetic labor; Consumer; Prospective employee; Service branding; PHYSICAL ATTRACTIVENESS; BODY-ART; SERVICE; CONSUMPTION; OUTCOMES; FLUENCY; QUALITY; IMPACT; MODEL;
D O I
10.1016/j.ijhm.2019.102373
中图分类号
F [经济];
学科分类号
02 ;
摘要
This research addresses a critical phenomenon in the global hospitality industry: aesthetic labor management. The study examines how frontline service employees' managed display of aesthetics influences consumers' (Study 1) and prospective employees' (Study 2) brand evaluations along with other behavioral responses. Study 1 revealed that consumers' perceived aesthetic labor fit regarding employees' static appearance and performative mannerisms can lead to positive brand evaluations and customer-based brand equity via the mechanism of conceptual fluency. Study 2 found, via the same mechanism, that prospective employees' perceived aesthetic labor fit of performative mannerisms-but not static appearance-can lead to positive brand evaluations, perceived value fit with the organization, and intentions to join the organization. Theoretical implications, practical recommendations, study limitations, and suggestions for future research are provided on the basis of these findings.
引用
收藏
页数:11
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