Intergroup contact between front-line cruise staff and LGBT passengers

This article explores front-line cruise employees’ interaction with LGBT passengers. Covert data were gathered 70 staff, many of whom from developing countries where attitudes to people can be less accepting. Encounters are illuminated using Allport's (1954) intergroup contact theory. Interactions between staff and gay passengers largely positive, helping normalise homosexuality diminish negative attitudes. Staff interactions moderated by factors such as prior knowledge people, their previous service experience on charters, gender, the influence working for gratuities sense fun onboard. The provides context that gives rise moderating conditions, which then facilitate mediating processes reduced anxiety increased cultural learning lifestyles. Suggestions future research companies employees explore how other variables may positively service-gay customer interactions. Managerial implications offered sector.