ABSTRACT

While the older population generally and the older workforce in particular has been growing in most countries, scholars have not explored how the work performance of this group is affected by stereotypical views toward them. This study aims to explore older service employee (OSE) perceptions of aging stereotypes that are attributed to them by their colleagues and customers and to investigate their respective impacts on OSE customer orientations. Methodologically, this study adopts a quantitative approach and establishes a structural equation model that applies partial least squares. The findings show that OSE customer orientations are negatively impacted by the aging stereotypes of their colleagues. However, no significant relationship is evident between OSE customer orientations and the aging stereotypes attributed by customers. This study is one of the first to explore aging stereotypes in hospitality work settings and to model a relationship between aging stereotypes and OSE work performance. Practical contributions concerning the creation and maintenance of an inclusive work environment are also discussed.

摘要

尽管在大多数国家中，老年人口普遍增加，尤其是劳动力的增加，但学者们尚未探讨这一群体的陈规定型观念如何影响这一群体的工作绩效。这项研究旨在探讨老年服务员工（OSE）对同事和客户归因于他们的陈旧刻板印象的看法，并调查他们各自对OSE客户导向的影响。从方法上讲，本研究采用定量方法并建立了应用偏最小二乘的结构方程模型。研究结果表明，OSE客户导向受到同事陈旧的刻板印象的负面影响。但是，在OSE客户导向和客户归因于老化的刻板印象之间，没有明显的关系。这项研究是第一个探索款待工作环境中的陈规定型观念并模拟衰老设定型与OSE工作绩效之间关系的研究之一。还讨论了有关创建和维护包容性工作环境的实践性贡献。