Cornell Hospitality Quarterly
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The Frontline Provider’s Appearance Based on a study that compared photographs of models, hotel guests ascribe greater assurance ability to clean-shaven men, and to men and women who smile and are attractive. For unknown reasons, the facial hair effect holds for Caucasian men, but not for African-American men. This study presented photographs of Caucasian men in one set of treatment conditions, and African-American men in a... ...
Cornell Hospitality Quarterly - Tập 54 Số 4 - Trang 396-405 - 2013
Weight and Gender in Service Jobs The average weight of employees in the United States workforce is increasing. Importantly, relatively heavier employees are often subject to stereotypes, prejudice, and discrimination based solely on their weight. These biases may be further influenced by factors such as employee gender and the specific nature of the job. Thus, we employ the stereotype content model (SCM) to examine the m... ...
Cornell Hospitality Quarterly - Tập 57 Số 3 - Trang 314-328 - 2016
Déjà Vu? An Updated Analysis of the Gender Wage Gap in the U.S. Hospitality Sector Drawing on a random sample of 112,990 people working in the U.S. hospitality sector in 2010, this study found strong evidence that there remains a significant difference in the income of women and men working in the industry, even after accounting for likely explanations such as differences in educational attainment and hours worked, as well as structural forms of discrimination such as o... ...
Cornell Hospitality Quarterly - Tập 56 Số 2 - Trang 180-190 - 2015
A Micro-Level View of CSR: A Hospitality Management Systematic Literature Review This study provides a systematic review of corporate social responsibility (CSR) in the hospitality management literature over the last decade. In contrast to prior reviews, this article starts from a broader analysis, followed by a narrower, micro-level examination of the hospitality management literature that links CSR to customers’ and employees’ attitudes and behaviors. The findings o... ...
Cornell Hospitality Quarterly - Tập 61 Số 3 - Trang 332-352 - 2020
Recognizing the Emotional Element in Service Excellence As the interaction between the service provider and guest is at the core of the service experience, this study emphasizes the important role of managing behavior and emotions in the delivery of quality service. This study attempts to identify strategies used by hotels as they assist their employees in dealing with the realities of emotional labor.
Cornell Hospitality Quarterly - Tập 49 Số 3 - Trang 310-316 - 2008
Leadership in the Service of Hospitality The definition of leadership has changed considerably in the past one hundred years, beginning with the “great man” concept and, more recently, focusing on “transformational leadership.” The next step in leadership evolution is servant leadership, in which the leader seeks to support and empower followers. The implications are considerable for the hospitality industry, since it is based o... ...
Cornell Hospitality Quarterly - Tập 51 Số 3 - Trang 363-378 - 2010
Internal Relationship Marketing: Korean Casino Employees’ Job Satisfaction and Organizational Commitment This study examined the relationship between the following key variables: internal service quality, self-efficacy, job satisfaction, self-esteem, and organizational commitment. The study sought to identify ways to improve casino employees’ job satisfaction, further enhance employees’ organizational commitment, and possibly decrease job turnover intention. A total of 328 Korean casino deal... ...
Cornell Hospitality Quarterly - Tập 52 Số 2 - Trang 111-124 - 2011
The Effects of Leadership Style on Hotel Employees' Commitment to Service Quality One of the continuing challenges in the hotel industry is providing consistent levels of quality service across units. Although recruitment, selection, and training practices are often standardized across units (within a given market), frontline employees' performance varies. This study examines the role that individual unit management plays in this process by looking at how a manager's c... ...
Cornell Hospitality Quarterly - Tập 50 Số 2 - Trang 209-231 - 2009
Servant Leadership, Employee Job Crafting, and Citizenship Behaviors: A Cross-Level Investigation While servant leadership is widely recognized as a people-oriented management style, little attention has been directed to understand the positive outcomes of servant leadership on different stakeholders in the hospitality context. This research examines the mediating role of employee job crafting in the relationship between servant leadership and individual employees’ interpersonal citiz... ...
Cornell Hospitality Quarterly - Tập 58 Số 4 - Trang 364-373 - 2017
Front-line Service Employees’ Job Satisfaction in the Hospitality Industry A study of 302 front-line employees in three 5-star Hong Kong hotels found that high job demand variability diminished their job satisfaction. However, adding discretion to the job content and improving rewards and training as part of the job context resources and support were found to moderate the negative effects of high job demand variability on the employees’ job satisfaction. The imp... ...
Cornell Hospitality Quarterly - Tập 55 Số 4 - Trang 398-407 - 2014
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