Effects of crisis response tone and spokesperson's gender on employer attractiveness

Kapuściński, Grzegorz; Zhang, Nathan; Zeng, Liting; A, Cao

doi:10.1016/j.ijhm.2021.102884

Cited by 13 publications

(9 citation statements)

References 92 publications

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“…On a theoretical level, in line with broader consumer behaviour studies (Wu et al, 2020) and studies that focus on the employee perspective (Ronda et al, 2020), we confirm that relationships between attributes, benefits, and values include multidirectional links. Although previous studies in the employer branding context often note a direct relationship between an attribute and benefit, e.g.…”

Section: Discussionsupporting

confidence: 82%

“…They had varying levels of hospitality employment experience, ranging from 6 months to 4 years. The appropriateness of using graduating students as a quality research sample for hospitality employer attractiveness studies was also recognised in the work of Kapuściński et al (2021). Although the advised sample size of laddering interviews that achieve validity is between 20 and 25 (Reynolds and Olson, 2001), we decided to increase this number to ensure that enough individual voices in the focus group were heard.…”

Section: Methodsmentioning

confidence: 99%

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What makes hospitality employers attractive to Gen Z? A means-end-chain perspective

Kapuściński

Zhang

Wang

2022

Journal of Vacation Marketing

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Success in attracting talent in the hospitality industry rests on employers’ ability to project value proposition that closely corresponds with the requirements of its target employees. Despite their importance to the hospitality industry, Gen Z perspectives on employer attractiveness received limited attention in the academic literature. This study applies an employee-centric approach to employer brands to identify motivational structures which determine Gen Z hospitality employer choices. Underpinned by means-end-chain theory, the study uncovers the hierarchical knowledge structures that link employer attributes, the benefits derived from these attributes, and personal values. Findings confirm the usefulness of the means-end-chain theory in generating insights into motivational structures of potential employees. The value structures of Gen Z are psychological, development and social value. Findings are relevant to hospitality employer brands as it allows them to understand how attributes are interpreted by potential employees, and lead to benefits and higher value forms. In turn, this enables employers to tailor their value proposition to match their offer to Gen Z and employers’ resource base.

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Section: Discussionsupporting

confidence: 82%

Section: Methodsmentioning

confidence: 99%

What makes hospitality employers attractive to Gen Z? A means-end-chain perspective

Kapuściński

Zhang

Wang

2022

Journal of Vacation Marketing

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“…Similarly, an experiment-based study by Singh et al (2020) also challenged SCCT by suggesting that adopting rebuild strategies in a preventable crisis may lead to a backlash. In the hotel context, several studies have applied SCCT to investigate the effects of different crises and hotels' crisis response strategies on their reputation and customers' perception ( Chen & Jai, 2019 ; Liu e al., 2015; Kapuściński et al, 2021 ). Liu et al (2015) found that bolstering and enhancing are the major reputation management strategies that hotels employ to address preventable health-related crises such as bed bugs.…”

Section: Literature Reviewmentioning

confidence: 99%

“…They also suggested the importance of proactive disclosure strategies, which may decrease customers' negative perceptions towards the hotel in a data breach crisis. Based on the propositions of SCCT, Kapuściński et al (2021) found that when hotels use an apology strategy in a preventable crisis, the tone of the apology has a positive effect on organizational attractiveness through the mediator variable account acceptance.…”

Section: Literature Reviewmentioning

confidence: 99%

Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy

Cheng

Yang

et al. 2022

Tourism Management

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“…While the results of Study 1 and literature suggest customers rely on judgments of perceived warmth when considering service recovery behaviors from employees (Huang et al , 2020; Kapuściński et al , 2021), little is known about how these stereotypes and their effects may be internalized by employees who are members of stereotyped groups. Moreover, although the SCM and findings of Study 1 support the presence of racial stereotypes in terms of warmth and competence (Grandey et al , 2019), there is limited research examining how consumer perceptions of warmth and competence might negatively affect members of stereotyped groups, in particular service employees who are Asian (Huang et al , 2020).…”

Section: Studymentioning

confidence: 96%

Keeping warm: racial disparities of warmth judgments in the service industry

Lee

Jolly

2023

IJCHM

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Purpose People develop general stereotypes and beliefs about how people look and behave, and discrepancies in perceptions of warmth and competence can lead to incongruence in expected behaviors during service interactions. These perceptions can contribute to negative outcomes for employees; therefore, this study aims to examine how perceptions of warmth affect both customer reactions to employees who are Asian and the work stress, strain and attitudes of employees who are Asian toward their jobs. Design/methodology/approach To investigate the phenomenon, the authors conducted three studies. The first study examined whether occupational-racial stereotypes influence customers’ evaluation of employees’ service recovery performance. The second study temporally examined whether employees who are Asian engage in more emotional labor strategies to counter these occupational-racial stereotypes and as a result experience more negative outcomes. And a third study investigated the cumulative effects of negative perceptions on employee outcomes. Findings The results suggest employees in the hospitality industry who are Asian are perceived as less warm during service failure interactions and, thus, must work harder to regulate their emotions. As a result, employees who are Asian reported experiencing more negative outcomes, supporting the notion that occupational-racial stereotypes contribute to racial disparity and act as challenges and barriers for employees in the service industry. Research limitations/implications These findings emphasize the need to understand and address occupational-racial stereotypes for employees who are Asian to mitigate racial disparities in the service industry. Organizations can promote diverse work climates, provide emotional support and foster high-quality relationships to support employee well-being and satisfaction. Originality/value The results provide insight into how stereotypical warmth perceptions of employees who are Asian may affect the demands they face when engaging in service recovery, and how these increased demands may reduce the quality of their work experiences.

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Effects of crisis response tone and spokesperson's gender on employer attractiveness

Cited by 13 publications

References 92 publications

What makes hospitality employers attractive to Gen Z? A means-end-chain perspective

What makes hospitality employers attractive to Gen Z? A means-end-chain perspective

Hotel guest satisfaction during COVID-19 outbreak: The moderating role of crisis response strategy

Keeping warm: racial disparities of warmth judgments in the service industry

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