Author Bios (50 Words for each Author)

Xiaoyuan Tan is currently a PhD candidate in the Department of Tourism and Hospitality Management, Zhejiang University, China. Her research interests lie in tourists’ deviant behaviour, and hotel management.

Xiyan Ka (kaxiyan@live.cn) is a PhD candidate from School of Management, Zhejiang University, China. Her research areas include sustainable development of tourism destinations and communities.

Jingyi Tang is a Ph.D Candidate in the Department of Hotel and Tourism Management, Zhejiang University, China. Her current research interests lie in tourism and hospitality marketing, service marketing, and other related aspects.

Kaiyun Wang (1996-) is a Ph.D Candidate in the Department of Hotel and Tourism Management, Zhejiang University, China. Her current research interests lie in ethical consumption behavior in tourism, ethics of digital life service, and other related aspects.

Biyue Zhou (12020049@zju.edu.cn) is a Ph.D Candidate in the Department of Hotel and Tourism Management, Zhejiang University, China. Her current research interest focuses on tourists fairness perceptions.

Fang Yang (11920057@zju.edu.cn) is a PhD candidate from School of Management, Zhejiang University, China,and has interests in smart tourism and tourism service experience.

Shun Ye is a lecturer in the Department of Tourism and Hotel Management, Zhejiang University, China. His research interests lie in entrepreneurship, small business growth, social media and demand analysis.

Abstract (150 Words)

Discrimination from? service personnel against customers (such as the LGBT group) can lead to service unfairness and failure. Based on an extended model of the theory of planned behaviour (TPB), this study aims to explore factors affecting the fairness and quality of hotel frontline staff’s service provision toward LGBT guests. Data were collected from a sample of 599 frontline staff from 17 hotels in two major cities of China. It found that homophobia can jeopardize the staff’s attitude and further reduce their intention to provide quality service to homosexual guests. The level of gaydar, by comparison, can enhance behavioural control and thus may encourage the staff to provide quality service. Organizational norms also exert a moderating effect on the relationship between staff’s attitude toward serving homosexual guests and their service intention, which indicates that the behaviour of employees to provide fair and high-quality services to homosexual guests can be normative.

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Fairness in quality service deliver to LGBT guests: the role of organizational norms

Discrimination from? service personnel against customers (such as the LGBT group) can lead to service unfairness and failure. Based on an extended model of the theory of planned behaviour (TPB), this study aims to explore factors affecting the fairness and quality of hotel frontline staff’s service provision toward LGBT guests. Data were collected from a sample of 599 frontline staff from 17 hotels in two major cities of China. It found that homophobia can jeopardize the staff’s attitude and further reduce their intention to provide quality service to homosexual guests. The level of gaydar, by comparison, can enhance behavioural control and thus may encourage the staff to provide quality service. Organizational norms also exert a moderating effect on the relationship between staff’s attitude toward serving homosexual guests and their service intention, which indicates that the behaviour of employees to provide fair and high-quality services to homosexual guests can be normative.