Perception Distortions in Hospitality Essay

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hznc123

Business Finance

University of Houston

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1.Explain why it is important to have an understanding of perceptual distortions in general, define four of the nine perceptual distortions listed in the textbook, and apply them to an example in a hospitality setting. 

2.Explain the triadic reciprocal model of behavior. Then use the model to explain how the three factors in the model relate to effect behavior. Finally, close with an application to hospitality. 

  •  3.Explain how emotions and moods are interrelated using the theories in the book. Then apply to a hospitality example. 
  •  4.Define organizational cultural lag and explain how organizational cultural lag is most closely related to which two innovation concepts and why. Then conclude with an application of organizational lag to hospitality operations in today’s COVID-19 environment. 
  • 5.Explain emotional intelligence, referencing at least 2 of the models used to describe it. Then apply to a hospitality example and your career.

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Explanation & Answer

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Perception Distortions in Hospitality

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Question 1
Perception Distortions in Hospitality
Perception is relevant to understanding human behaviors for assessments, judgments, and
decision-making as individuals perceive life differently. Sims (2016) states that perceptual
distortion occurs due to psychological disorder, cognitive bias, or medication that causes general
damage to the brain or other sensory organs. Understanding other's realities enhances empathy
and cooperation, leading to personal opinions. Various types of perception distortion include the
halo effect, projection, stereotyping, and self-fulfilling prophesy. Hence, Perceptual distortion
occurs when an individual's response to stimuli differs from perceiving it and may include the
halo effect, stereotyping, projection, and self-fulfilling prophecy.
Types and Applications of Perception Distortion
The first type of perception distortion is the halo effect. The halo effect occurs when
individuals judge other traits based on their physical appearance (Blau & Michaeli, 2018). For
instance, when judging an individual for possessing recommendable characteristics, they have an
attractive physical appearance. The halo effect can cause clashes within the hospitality setup,
leading to unfair treatment of employees, especially with disciplinary issues. The customers may
also misjudge their attendants, thinking they have excellent or poor ethics based on their
appearance and conduct. Thus, the halo effect is a condition that arises when there is a poor
judgment of an individual based on their physical attributes.
Stereotyping is another perceptual distortion when a person assigns attributes to another
individual due to membership in a given demographic category (Sims, 2016). The character is
defined based on the qualities of a crew that a person belongs. The hotel attendant may
significantly categorize tourists in a hospitality environment based on their social groups. For

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instance, the individual can be classified as a rich person when they spend more time with
wealthy individuals. Therefore, the stereotype is a perception condition that occurs when judging
individuals based on the demographic group to which they belong.
The third type of perception distortion is projection. Blau & Michaeli (2018) asserts that
projection is when individuals assign others with characteristics equal to which they possess
themselves. Projection occurs when individuals wish to protect their concept of being excellent
to others. It is always easy to judge others by comparing them with our behaviors and other
attributes. For instance, the service providers in different hospitality industries like hotels, bars,
and restaurants mostly think they possess equal attributes as their colleagues. The hospitality
industry uses the situation to compare an individual with other workers. The projection tendency
in perceptual distortion makes individuals believe and assume that others are like themselves.
The final type of perception distortion is a self-fulfilling prophecy. The self-fulfilling
prophecy is an interpersonal expectancy effect where individuals expect others to behave based
on their wishes (Blau & Michaeli, 2018). Most individuals tend to act based on others' beliefs
and expectations. Self-fulfilling prophe...


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