TY  - GEN
AU  - Xiong, Lina
AU  - King, Ceridwyn
SN  - 1447-6770
AU  - Xiong, Lina
AU  - King, Ceridwyn
LA  - eng
CN  - ENP-28121841-f6de-413c-ae51-cef7fadc437f
TI  - Aligning employees’ attitudes and behavior with hospitality brands: The role of employee brand internalization
PY  - 2019
AB  - Benefits of having unique hospitality brands can only be achieved to the extent that employees are knowledgeable and capable of aligning with, and demonstrating those brand values in their thoughts and actions during service encounters. To facilitate this, informed by organizational learning literature, motivation and social exchange theories, we propose and examine an employee brand internalization mechanism with a US-based hotel employee sample. With strong results, we suggest that regardless of organizational size or resources, hospitality organizations that seek to build a respectful and trusting social environment which promotes positive social exchanges with employees, stimulates employee internalization of the brand which enables the development of employee extra-role brand-aligned attitudes and behavior.
ER  -