Analysing service experiences in tourism and hospitality.

Author(s):  
E. Laws
2017 ◽  
Vol 31 (6) ◽  
pp. 618-635 ◽  
Author(s):  
Hamsanandini Umasuthan ◽  
Oun-Joung Park ◽  
Jong-Hyun Ryu

Purpose The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. Design/methodology/approach The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest’s cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion. Findings The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy. Practical implications These outcomes suggest that the empathetic services through a “purpose of visit”-oriented manner might enhance the guest’s overall emotion positively. Originality/value According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.


Author(s):  
Shriya Das Mahapatra ◽  
R. K. Patra

It has already been known that recent past tourism depends consistently on hospitality. The present study was aiming to identify the tourism and hospitality industry relationship on the basis of annual income, duration and stay types, tenure of tour, an analysis based survey among local people of Kolkata, India. The survey was done through a questionnaire, which was assessed through random sampling of 200 residents of urban city. The results indicated that lower the income groups but highest duration of stay but tenure of tour may be more than twice per year. In conclusion, people of Kolkata fond of tour because of suitable hospitality management in the tourist spots. Therefore, tourism and hospitality has a close relationship to enhance growth for revenue generation, employment generation, etc.


2020 ◽  
Vol 65 (1) ◽  
pp. 17-26
Author(s):  
Gergely Olt ◽  
Adrienne Csizmady

AbstractThe growth of the tourism and hospitality industry played an important role in the gentrification of the post-socialist city of Budapest. Although disinvestment was present, reinvestment was moderate for decades after 1989. Privatisation of individual tenancies and the consequent fragmented ownership structure of heritage buildings made refurbishment and reinvestment less profitable. Because of local contextual factors and global changes in consumption habits, the function of the dilapidated 19th century housing stock transformed in the 2000s, and the residential neighbourhood which was the subject of the research turned into the so called ‘party district’. The process was followed in our ongoing field research. The functional change made possible speculative investment in inner city housing and played a major role in the commodification of the disinvested housing stock.


Author(s):  
Nicolai Scherle

In view of certain socio-cultural and economic meta-processes, workforce diversity or diversity management become an increasingly important entrepreneurial success factor. Yet, the scholarly examination of diversity in the tourism and hospitality sector is still in its infancy; a fact that applies to qualitative studies in particular. This paper addresses the perception of diversity and diversity management within one of the world’s leading aviation corporations, the Lufthansa Group. Following the methodological principles of qualitative social research, this study reports the results of a survey of Lufthansa flight attendants, a stakeholder group that interacts like no other in the area of overlap between the corporation and its customers. Specifically, the survey focuses on Lufthansa’s diversity strategy – based on the principle of ‘value creation through appreciation’ – and how it is perceived by representatives of the cabin crew, in an attempt to identify potential conflicts and prejudices that may arise in the face of employee heterogeneity.


Author(s):  
Pijus Jauniskis ◽  
Eleni Michopoulou

This paper examines current literature on edible insect consumption in western culture through an inductive lens, addressing environmental, nutritional, food security, anthropological and psychological aspects of the topic. Findings show that western aversion towards edible insects is deeply psychological and cultural, mostly ignoring the pleasure dimensions such as taste, texture and flavour. The nature of the problem appears to be predominantly social. Results suggest that a beneficial route of introducing edible insects into the western diet could be formed through a societal perspective. Tourism and hospitality can potentially play a big part in the edible insect development. For instance, food as a tourism product can attract visitors from different backgrounds whilst food consumption as a tourism experience subliminally promises an experience of novelty and potential newfound pleasure in food. Food as an integral part of various cultures and local heritages entails local dishes that can be considered ‘cultural artifacts’ and their consumption symbolises the consumption of ‘other’. Tourism experiences can expose an individual to lasting personal change, self-discovery and intellectual development. Hence, taking into consideration that acquiring new cultural knowledge increases openness to experience, it is possible that tourism could contribute to adopting the practice of insect consumption in the western cultural sphere.


Author(s):  
Stanislav Ivanov ◽  
Miroslava Gospodinova Dimitrova ◽  
Maya G. Ivanova

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