Aligning employees’ attitudes and behavior with hospitality brands: The role of employee brand internalization
| Autor: | Lina Xiong, Ceridwyn King |
|---|---|
| Rok vydání: | 2019 |
| Předmět: |
Service (business)
ComputingMilieux_THECOMPUTINGPROFESSION business.industry media_common.quotation_subject 05 social sciences Social environment Hospitality industry Hospitality Social exchange theory Tourism Leisure and Hospitality Management 0502 economics and business Organizational learning 050211 marketing Marketing business Internalization ComputingMilieux_MISCELLANEOUS 050212 sport leisure & tourism Tourism media_common |
| Zdroj: | Journal of Hospitality and Tourism Management. 40:67-76 |
| ISSN: | 1447-6770 |
| DOI: | 10.1016/j.jhtm.2019.06.006 |
| Popis: | Benefits of having unique hospitality brands can only be achieved to the extent that employees are knowledgeable and capable of aligning with, and demonstrating those brand values in their thoughts and actions during service encounters. To facilitate this, informed by organizational learning literature, motivation and social exchange theories, we propose and examine an employee brand internalization mechanism with a US-based hotel employee sample. With strong results, we suggest that regardless of organizational size or resources, hospitality organizations that seek to build a respectful and trusting social environment which promotes positive social exchanges with employees, stimulates employee internalization of the brand which enables the development of employee extra-role brand-aligned attitudes and behavior. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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