Aging Stereotypes and the Customer Orientations of Older Hospitality Employees

Cindy Chen Yu, Mehmet Ali Köseoglu, Fuad Mehraliyev, Brian King

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

While the older population generally and the older workforce in particular has been growing in most countries, scholars have not explored how the work performance of this group is affected by stereotypical views toward them. This study aims to explore older service employee (OSE) perceptions of aging stereotypes that are attributed to them by their colleagues and customers and to investigate their respective impacts on OSE customer orientations. Methodologically, this study adopts a quantitative approach and establishes a structural equation model that applies partial least squares. The findings show that OSE customer orientations are negatively impacted by the aging stereotypes of their colleagues. However, no significant relationship is evident between OSE customer orientations and the aging stereotypes attributed by customers. This study is one of the first to explore aging stereotypes in hospitality work settings and to model a relationship between aging stereotypes and OSE work performance. Practical contributions concerning the creation and maintenance of an inclusive work environment are also discussed.

Original languageEnglish
JournalJournal of China Tourism Research
DOIs
Publication statusPublished - 5 Apr 2020

Keywords

  • Aging stereotypes
  • China
  • customer orientation
  • hospitality
  • older service employees
  • service orientation

ASJC Scopus subject areas

  • Cultural Studies
  • Language and Linguistics
  • Linguistics and Language
  • Tourism, Leisure and Hospitality Management

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