Gazing at hotel guests: Deconstructing elements of the host-gaze

Melissa Yan Yee Yick, Mehmet Ali Köseoglu, Brian King

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

This study identifies key elements of the so-called host-gaze by investigating how Hong Kong hotel employees view guests emanating from a key source market - India. Front office and housekeeping staff evaluated their interactions with guests, particularly in the case of those from India. The researchers identified four elements of the host “gaze”, namely: (1) Initial Gaze; (2) Communication Gaze; (3) Customer Behavior Gaze and (4) Distinguishing Gaze. The authors reveal that though the gaze empowers employees to exercise control over their behaviors, manipulative behaviors increase the likelihood of workplace deviance. Drawing on the principles of emotional labor, the researchers affirm the importance of cultural and emotional intelligence for the professional demeanor and development of hospitality employees.

Original languageEnglish
Article number102508
JournalInternational Journal of Hospitality Management
Volume87
DOIs
Publication statusPublished - May 2020

Keywords

  • Gaze
  • Hong Kong
  • Host-gaze
  • Hotel employees
  • India

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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