Optimizing Handwritten Font Style to Connect With Customers

Yoo Hee Hwang, Yixing Gao, Anna S. Mattila, Peihao Wang

Research output: Journal article publicationJournal articleAcademic researchpeer-review


Considerable research has demonstrated the positive effects of handwritten font styles on product attachment and word-of-mouth behavior. However, few studies examined whether these positive effects can be mitigated or even reversed. The purpose of this study is to fill this knowledge gap by identifying several boundary conditions (communal orientation, message type, and hotel type) for the positive effects of handwritten font styles. We conducted two quasi-experimental studies. In Study 1 (n = 125), the positive effect of handwritten font styles on attitude toward a hotel was not observed among individuals with a low communal orientation. In Study 2 (n = 245), the handwritten (vs. machine-written) font styles in the sustainability messages of a luxury hotel reduce warmth of the hotel. Hospitality managers should use handwritten font styles carefully depending on hotel type, message type, and customer characteristics.

Original languageEnglish
JournalCornell Hospitality Quarterly
Publication statusAccepted/In press - 2022


  • handwritten font
  • luxury hotel
  • relationship norm
  • sustainability
  • warmth

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management


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