2021
DOI: 10.1016/j.ijhm.2021.102884
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Effects of crisis response tone and spokesperson's gender on employer attractiveness

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Cited by 13 publications
(9 citation statements)
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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%
See 1 more Smart Citation
“…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%
“…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%
“…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%