The effect of employee uniforms on employee satisfaction

Abstract

Many hospitality-industry employees must wear uniforms, and those outfits can affect employees' attitudes. In turn, those attitudes almost certainly affect customer satisfaction, if only because the employees are a part of a property's atmosphere. One might guess that some uniform attributes (e.g., appearance, function, character, and comfort) make a difference to employees, while others have no effect. A survey of 201 employees at Las Vegas casino-resorts found a significant relationship between uniform design and employee attitudes. The study found, for instance, that uniforms can increase employees' self-confidence and enhance their credibility. On the other hand, certain costume designs actually elicit rude reactions from guests (who comment on the uniforms). Surprisingly, the level of contact between employees and guests had no influence on the how employees viewed their uniforms. The wisest course is for managers to involve employees in uniform selection.