Attractive hotel guests receive better customer service, with Dasa Fabjan 01 Dec 2015
Checking in? I talk to Dasa Fabjan about how the attractiveness of hotel guests can influence the service they receive. We'll also find out why the size of your Christmas bonus might be linked to your appearance.
Read the transcript!
Paid and Pretty
Hotel receptionists are often asked to project an attractive appearance, but do they also pay attention to the appearance of their customers? Linford Butler/Flickr
The articles covered in the show:
Fruhen, L. S., Watkins, C. D., & Jones, B. C. (in press). Perceptions of facial dominance, trustworthiness and attractiveness predict managerial pay awards in experimental tasks. The Leadership Quarterly. Read summary
Knežević, M., Tomka, D., Bizjak, B., Fabjan, D., & Kukulj, S. (2015). The physical appearance of hotel guests: The impact on service providers’ communication and quality of service. International Journal of Hospitality Management, 51, 8-14. Read summary