Luxury Branding in the Hospitality Industry: The Impact of Employee’s Luxury Appearance and Elitism Attitude

• Published in: Cornell hospitality quarterly 2022-02, Vol.63 (1), p.5-18
• Main Authors: Kim, Kawon, Baker, Melissa A.
• Format: Article
• Language: English
• Subjects: Attitudes; Elitism; Employees; Hospitality industry; Luxuries
• ISSN: 1938-9655; 1938-9663
• DOI: 10.1177/19389655211022660

Some of the luxury consumption literature suggests that luxury consumption is a beneficial social signal for the actor which facilitates social interaction. However, a different stream of recent research suggests that luxury consumption bears social costs to the actor. In the employee–customer interaction context, wearing luxury brands can either benefit or backfire for the employee depending on the situation whether luxury status or warmth is necessary. Based on the gaps in the literature, this study examines the impact of employee conspicuous cues by utilizing luxury consumption and elitism attitude on employee–customer rapport and behavioral intentions. The study results show that employees wearing luxury brands increase customers’ perceived impression management toward the employee. Such perception is strengthened when employees show an elitism attitude. In addition, when employees wear luxury brands, customers are more likely to build rapport with employees when they show a democratic attitude, as they perceive the employees are less likely to involve in impression management than showing an elitism attitude. The results build upon the luxury hospitality literature, aesthetic labor, impression management, and rapport literature.