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Title:Facial attractiveness and stereotypes of hotel guests
Authors:Čivre, Žana (Author)
Knežević, Mladen (Author)
Zabukovec Baruca, Petra (Author)
Fabjan, Daša (Author)
Work type:Not categorized
Tipology:1.01 - Original Scientific Article
Organization:FTŠ Turistica - Turistica – College of Tourism Portorož
Abstract: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 guests' 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.
Keywords:storitve, socialna interakcija, privlačnost obraza, stereotipi, eksperimentalna raziskava, turizem
Year of publishing:2013
Number of pages:str. 57-65
Numbering:Vol. 36
COBISS_ID:1438174 Link is opened in a new window
Categories:Document is not linked to any category.
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