Does the body modified appearance of front-line employees matter to hotel guests?

References

• Brallier, S. A., Maguire, K. A., Smith, D. A., & Palm, L. J. (2011). Visible tattoos and employment in the restaurant service industry. International Journal of Business and Social Science, 2(6), 72–76.
   Google Scholar
• Briggs, S., Sutherland, J., & Drummond, S. (2007). Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector. Tourism Management, 28(4), 1006–1019. https://doi.org/10.1016/j.tourman.2006.08.015
   Web of Science ®Google Scholar
• Elzweig, B., & Peeples, D. K. (2011). Tattoos and piercings: Issues of body modification and the workplace. S.A.M. Advanced Management Journal, 76(1), 13–23.
   Google Scholar
• Entwistle, J., & Wissinger, E. (2006). Keeping up appearances: Aesthetic labour in the fashion modelling industries of London and New York. The Sociological Review, 54(4), 774–794. https://doi.org/10.1111/j.1467-954X.2006.00671.x
   Web of Science ®Google Scholar
• Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. K. (2014). Service Management: Operations, Strategy, Information Technology (8th edn). New York: McGraw-Hill Education.
   Google Scholar
• Grönroos, C. (2015). Service Management and Marketing: Managing the Service Profit Logic (4th edn). Chichester: John Wiley & Sons Ltd.
   Google Scholar
• Hartline, M. D., Wooldridge, B. R., & Jones, K. C. (2003). Guest perceptions of hotel quality: Determining which employee group count most. The Cornell Hotel and Restaurant Administration Quarterly, 44(1), 43–52. https://doi.org/10.1016/S0010-8804(03)90045-0
   Google Scholar
• Magnini, V. P., Baker, M., & Karande, K. (2013). The frontline provider’s appearance: A driver of guest perceptions. Cornell Hospitality Quarterly, 54(4), 396–405. https://doi.org/10.1177/1938965513490822
   Google Scholar
• Mehrabian, A. (1971). Silent Messages: Implicit communication of emotion and attitudes. Belmont: Wadsworth Publishing Co.
   Google Scholar
• Melissen, F., van der Rest, J.-P., Josephi, S., & Blomme, R. (2014). Hospitality Experience: An introduction to Hospitality Management (1st edn). Groningen/Houten: Noordhoff Uitgevers bv.
   Google Scholar
• Nickson, D., Warhurst, C., Cullen, A. M., & Watt, A. (2003). Bringing in the excluded? Aesthetic labour, skills and training in the “new” economy. Journal of Education and Work, 16(2), 185–203. https://doi.org/10.1080/1363908032000070684
   Google Scholar
• Nickson, D., Warhurst, C., & Dutton, E. (2005). The importance of attitude and appearance in the service encounter in retail and hospitality. Managing Service Quality, 15(2), 195–208. https://doi.org/10.1108/09604520510585370
   Google Scholar
• Ruetzler, T., Taylor, J., Reynolds, D., Baker, W., & Killen, C. (2012). What is professional attire today? A conjoint analysis of personal presentation attributes. International Journal of Hospitality Management, 31(3), 937–943. https://doi.org/10.1016/j.ijhm.2011.11.001
   Web of Science ®Google Scholar
• Selekman, J. (2003). A new era of body decoration: What are kids doing to their bodies? Pediatric Nursing, 29(1), 77–79.
   Google Scholar
• Spiess, L., & Waring, P. (2005). Aesthetic labour, cost minimisation and the labour process in the Asia Pacific airline industry. Employee Relations, 27(2), 193–274. https://doi.org/10.1108/01425450510572702
   Google Scholar
• Swanger, N. (2006). Visible body modification (VBM): Evidence from human resource managers and recruiters and the effects on employment. International Journal of Hospitality Management, 25(1), 154–158. https://doi.org/10.1016/j.ijhm.2004.12.004
   Google Scholar
• Timming, A. R., Nickson, D., Re, D., & Perrett, D. (2017). What do you think of my ink? Assessing the effects of body art on employment chances. Human Resource Management, 56(1), 133–149. https://doi.org/10.1002/hrm.21770
   Web of Science ®Google Scholar
• Totten, J. W., Lipscomb, T. J., & Jones, M. A. (2009). Attitudes toward and stereotypes of persons with bodyart: Implications for marketing management. Academy of Marketing Studies Journal, 13(2), 77–96.
   Google Scholar
• Tsai, W. C., Huang, T. C., & Yu, H. H. (2012). Investigating the unique predictability and boundary conditions of applicant physical attractiveness and non-verbal behaviours on interviewer evaluations in job interviews. Journal of Occupational and Organizational Psychology, 85(1), 60–79. https://doi.org/10.1348/2044-8325.002003
   Web of Science ®Google Scholar
• Tsaur, S. H., Luoh, H. F., & Syue, S. S. (2015). Positive emotions and behavioral intentions of customers in full-service restaurants: Does aesthetic labor matter? International Journal of Hospitality Management, 51, 115–126. https://doi.org/10.1016/j.ijhm.2015.08.015
   Web of Science ®Google Scholar
• Tsaur, S. H., & Tang, W. H. (2013). The burden of esthetic labor on front-line employees in hospitality industry. International Journal of Hospitality Management, 35, 19–27. https://doi.org/10.1016/j.ijhm.2013.04.010
   Web of Science ®Google Scholar
• Wall, E. A., & Berry, L. L. (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. The Cornell Hotel and Restaurant Administration Quarterly, 48(1), 59–69. https://doi.org/10.1177/0010880406297246
   Google Scholar
• Warhurst, C., & Nickson, D. (2007). Employee experience of aesthetic labour in retail and hospitality. Work, Employment and Society, 21(1), 103–120. https://doi.org/10.1177/0950017007073622
   Web of Science ®Google Scholar
• Warhurst, C., Nickson, D., Witz, A., & Cullen, A. M. (2000). Aesthetic labour in interactive service work: Some case study evidence from the “new” Glasgow. Service Industries Journal, 20(3), 1–18. https://doi.org/10.1080/02642060000000029
   Web of Science ®Google Scholar
• Willis, J., & Todorov, A. (2006). First impressions: Making up your mind after a 100-ms exposure to a face. Psychological Science, 17(7), 592–598. https://doi.org/10.1111/j.1467-9280.2006.01750.x
   PubMed Web of Science ®Google Scholar
• Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2016). Services Marketing: Integrating Customer Focus Across the Firm (3rd edn). Berkshire: McGraw-Hill Education.
   Google Scholar