Sexual orientation identity matters: Lesbian, Gay, and Bi-sexual customers’ perceptions of service encounters

IF 11.9 1区管理学 Q1 BUSINESS

Journal of Hospitality Marketing & Management Pub Date : 2022-09-21 DOI:10.1080/19368623.2023.2125473

Heejung Ro

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引用次数: 2

Abstract

ABSTRACT This research focuses on Lesbian, Gay, and Bi-sexual (LGB) customers’ perceptions of hospitality service encounters in regard to sexual orientation identity. A survey is developed and 177 participants are recruited from a large LGBT event in the Unites States. The MANCOVA results show that LGB customers who are more open about their sexual orientation indicate a higher importance in being acknowledged for their sexual orientation by service employees, believe that service employees are aware of their sexual orientation, and are more likely to reveal their sexual orientation when service employees misidentify them as heterosexual, compared to those who are less open about their sexual orientation. This research contributes to hospitality research by providing a better understanding of LGB customers’ perceptions of hospitality service encounters from a sexual orientation identity perspective. This research also guides hospitality practitioners to increase sensitivity in catering for sexual minority customers through effective communication and training.

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性取向认同很重要：女同性恋、男同性恋和双性恋客户对服务遭遇的看法

摘要本研究关注女同性恋、男同性恋和双性恋(LGB)顾客在性取向认同方面对酒店服务遭遇的感知。我们开展了一项调查，从美国的一个大型LGBT活动中招募了177名参与者。MANCOVA结果显示，对性取向持开放态度的LGB顾客对其性取向得到服务员工承认的重要性更高，他们认为服务员工知道他们的性取向，当服务员工将他们误认为异性恋者时，与那些对性取向不太开放的顾客相比，他们更有可能透露自己的性取向。本研究通过从性取向认同的角度更好地理解LGB顾客对酒店服务遭遇的看法，为酒店研究做出了贡献。本研究也指导酒店从业人员通过有效的沟通和培训来提高对性少数顾客的餐饮敏感度。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Hospitality Marketing & Management Multiple-

CiteScore

20.90

自引率

6.40%

发文量

期刊介绍： The Journal of Hospitality Marketing & Management serves as a peer-reviewed platform dedicated to advancing understanding, practice, and education in hospitality marketing and management. It strives to foster the development of knowledge and theory by promoting new ideas, models, approaches, and paradigms. Embracing a multifaceted approach that spans administrative disciplines, liberal arts, and social sciences, the journal disseminates knowledge through high-quality, peer-reviewed research papers, reports, and book reviews. It stands as a unique forum for the community of students, academics, and practitioners who share a common interest and commitment to the field of hospitality marketing and management.