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dc.contributor.authorQuinn, Bernie
dc.date.accessioned2018-06-29T20:20:33Z
dc.date.available2018-06-29T20:20:33Z
dc.date.issued2008
dc.identifierER4440
dc.identifier.citationQuinn, B. (2008) Aesthetic labor, rocky horrors, and the 007 Dynamic, International Journal of Culture, Tourism and Hospitality Research, vol. 2, , pp. 77-85,
dc.identifier.urihttps://eresearch.qmu.ac.uk/handle/20.500.12289/4440
dc.description.abstractPurpose - To ascertain if the use of attractive staff is common practice within the hospitality industry in Edinburgh. Design/methodology/approach - A qualitative approach by a series of semi-structured interviews. The researcher took an instinctive humanist approach to this study. A sample of 3, 4 and 5 star hotels, bars and restaurants were included. The focus of the research developed from ascertaining if attractive staff were common place into one that, some organisations use more sophisticated techniques to have customers literally buy-in to the goods and services on offer. Findings - Open admission from respondents, that they use attractive staff. However, aesthetic labor is strongly supported by the use of emotional labor as the worker needs to have a certain empathy with the customer. Furthermore, the aesthetic worker is supported by the uniform, the environment in which the service encounter takes place and provides a performance in which the customer actively participates. The highly developed manner that the organisation induces the customer to perceive when in this environment lead the researcher to propose a 007 Dynamic that happens, as the customer takes on an almost James Bond- like persona. Research limitations/implications - A relatively small sample but is perhaps indicative of contemporary hospitality industry common practices. Practical implications - Hospitality management are using less highly hard- skilled employees and focusing more on the soft- skills of new workers. Originality/value - Customers are susceptible to subliminal messaging from staff appearance, their empathy and environment
dc.format.extent77-85
dc.relation.ispartofInternational Journal of Culture, Tourism and Hospitality Research
dc.subjectHospitality Management
dc.subjectEmployees
dc.subjectScotland
dc.titleAesthetic labor, rocky horrors, and the 007 Dynamic
dc.typearticle
dcterms.accessRightsnone
dc.description.facultydiv_BaM
dc.description.volume2
dc.description.ispublishedpub
dc.description.eprintid4440
rioxxterms.typearticle
qmu.authorQuinn, Bernie
dc.description.statuspub
dc.description.number1


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