Customer emotion research in hospitality and tourism: conceptualization, measurements, antecedents and consequences

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Tuerxunbieke Tuerlan ◽  
Shanshi Li ◽  
Noel Scott
Keyword(s):  
Systematic Review ◽  
Subject Area ◽  
Self Report ◽  
Single Measure ◽  
Content Type ◽  
Emotion Elicitation ◽  
Elicitation Process ◽  
Hospitality And Tourism ◽  
Antecedents And Consequences ◽  
External Stimuli

Purpose To clarify inconsistencies in the emotion elicitation process and to suggest avenues for advancing emotion research, this study aims to conduct a systematic review of emotion research in the subject area of hospitality and tourism management. Design/methodology/approach This study analyzes 178 emotion-related articles published in 37 journals from 2004–2019 in the context of hospitality and tourism, providing a systematic synthesis of publication outlets and trajectories, research settings, the conceptualization of emotion, emotion measurement, classifications of antecedents and consequences. Findings Regarding the elicitation of emotions, many studies ignore the developments in emotion research in the mainstream discipline and still consider external stimuli as the direct causes of emotion. Numerous studies conceptualize customer emotion as positive or negative, which overlooks the nuances between discrete emotions with the same valence. Additionally, emotion scales are largely borrowed from psychology without considering the specific characteristics of the hospitality and tourism context. Methodologically, most studies take a single-measure lens with either a self-report, physiological or expression behavior measure. Research limitations/implications The analysis of the literature highlights three main areas for future emotion studies in the hospitality and tourism context. Originality/value Previous reviews are narrative and only address specific areas of interest, rendering them incapable of explaining how a systematic literature identification process was conducted. The present systematic review is among the first to provide an overview of emotion studies in hospitality and tourism over a 15-year period. By drawing insights from appraisal theories of emotions, this review addresses common misunderstandings concerning the emotion elicitation process in the current hospitality and tourism literature.

Bullying in Korean hotel restaurant kitchens: why is everybody always picking on me?

2020 ◽  
Vol 43 (1) ◽  
pp. 337-351
Author(s):  
Ki Ho Kim ◽  
Eugene Y. Roh ◽  
Young Joong Kim ◽  
Samuel A. Spralls
Keyword(s):  
Working Environment ◽  
Work Behavior ◽  
Self Report ◽  
Common Method ◽  
Future Research ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Mediation Analyses ◽  
Antecedents And Consequences

PurposeThe primary purpose of this article is to develop and test a model of the antecedents and consequences (Cho et al., 2016) of bullying in Korean hotel kitchens.Design/methodology/approachCross-sectional survey data were collected from 288 kitchen workers at 12 upscale Korean hotels. Proposed path models were tested using Hayes' (2013) PROCESS syntax in SPSS for mediation and moderated mediation analyses.FindingsThe empirical results indicated that an employee's acquiescent silence behavior increases the likelihood of being bullied. As a result, bullied employees are more likely to respond by engaging in a person-related counterproductive work behavior (CWB-P) or in defensive silence out of fear with temporary employees reacting less aggressively compared to regular employees.Research limitations/implicationsCross-sectional design and self-report data risk common method variance and attributions of causality. Future research should use longitudinal designs to avoid common method bias and make causal inferences. Theoretical and practical implications for kitchen productivity are presented. The study should offer valuable insights for prospective employers to develop on-going training and create a positive working environment within the organization.Originality/valueWhile bullying is a widespread and even an epidemic problem for the commercial kitchen environment, research into abusive behavior among chefs has been limited. By utilizing a specific segment of the hospitality industry, this research identified different behavioral aspects of bulling between temporary and regular employees in the commercial kitchen environment.

A systematic review of research on innovation in hospitality and tourism

2016 ◽  
Vol 28 (3) ◽  
pp. 516-558 ◽  
Author(s):  
Doris Omerzel Gomezelj
Keyword(s):  
Systematic Review ◽  
Bibliometric Analysis ◽  
Quantitative Methods ◽  
Citation Index ◽  
The Body ◽  
Future Research ◽  
General Level ◽  
Content Type ◽  
Innovation Research ◽  
Hospitality And Tourism

Purpose The purpose of this paper is to identify the state of academic research on innovation in tourism. The authors present a systematic review of the literature, different research approaches and perspectives on tourism innovation; offer a synthesis of our findings and provide a discussion and proposals for future research. Design/methodology/approach Existing studies on innovation in hospitality and tourism (included in the Web of Knowledge database) were reviewed, and their limitations were identified. A procedure used in previous studies (Crossan and Apaydin, 2010; Tranfield et al., 2003; Becheikh et al., 2006) was applied. Moreover, aiming to reveal theoretical foundations of tourism innovation research and identify their structure, a bibliometric analysis was performed. Findings This paper identifies 152 published papers that represent the major efforts in expanding the body of research on innovation in hospitality and tourism. The importance of innovation for business and regional competitiveness and success has been recognised by both researchers and practitioners. In the papers included in the sample of this paper, the authors identified a general consensus that much remains to be done in the development of the theory of innovation in tourism. Through bibliometric analysis, nine co-citation networks, or clusters, were retrieved by applying co-citation relations among the most cited authors. The examination of these nine clusters revealed some dominant themes that characterise the field. Research limitations/implications The authors used three databases: Science Citation Index Expanded, Social Sciences Citation Index (SSCI) and Arts & Humanities Citation Index. While these databases may not include all relevant research, the authors, nonetheless, believe that by using a rigorous procedure in reviewing the literature systematically, they were able to reduce the probability of neglecting any information that would critically change the content of the present paper. Practical implications The aim of this paper was to bring together the prior research with presently existing models that may be used in further research. For the continuation of the research, the authors propose additional studies with the aim of theory development. By introducing new theoretical ideas and theoretical models, more qualitative and inductive research would help to stimulate further work. As stated above, researchers could go further by undertaking quantitative methods to empirically verify the theoretically proposed models. Originality/value Since the last review (Hjalager, 2010) of past studies in tourism innovation, mostly focusing on studies up to 2009, tourism innovation research has grown noticeably in terms of diverse topics. In this paper’s database, the year with the most publications was 2012 with 48 papers, followed by 2014 with 42 (by 19 September), 2010 and 2011 with 41 and 2009 with 29. To the authors’ knowledge, no updated reviews focusing on innovation in tourism have been published recently. This study, consisting of a systematic review of academic literature, includes analyses of the international context, the methodology used, the points of view, the level of analysis (micro-level, macro-level and general level) and the type of innovation discussed in the paper. Moreover, the authors did not find any studies that used bibliometric analysis to identify the structure of the theoretical foundation of research in the area of innovation in tourism.

Air Jamaica … more than a national airline

2011 ◽  
Vol 1 (1) ◽  
pp. 1-6
Author(s):  
Gaunette Sinclair-Maragh
Keyword(s):  
Environmental Factors ◽  
Strategic Management ◽  
Economic Recession ◽  
Subject Area ◽  
Historical Background ◽  
Content Type ◽  
Tourism Management ◽  
Hospitality And Tourism Management ◽  
Hospitality And Tourism ◽  
The Government

Subject area Hospitality and tourism management; strategic management; marketing, transportation system management and human resource management. Study level/applicability Undergraduate in business and management and hospitality and tourism management. Case overview This teaching case outlines the historical background, successes and challenges of the national airline of Jamaica. It shows how a national airline, which is a heritage asset and one that has provided nostalgic and sentimental value to the Jamaican people and its passengers, had to be divested. The airline has been faced with several challenges; the major one being high-operating costs, especially in light of the global economic recession. The case also highlights the various procedures carried out by the Government of Jamaica before and after the divestment arrangement and also by the acquirer, Caribbean Airlines. Expected learning outcomes The student should be able to: first, differentiate among the various strategic management terms and concepts used in the case; second, explain the importance of strategic decisions versus emotional decisions; third, assess the environmental factors that impacted Air Jamaica's operation; fourth, analyse the environmental factors that should have been considered by Caribbean Airlines before making the decision to acquire Air Jamaica; fifth, carry out a comparative analysis of the various corporate-level strategies to identify the best option for the Government of Jamaica; sixth, propose reasons why Caribbean Airlines acquired Air Jamaica. Supplementary materials Teaching note.

An overview of tourism and hospitality scales: discussion and recommendations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Erdogan Koc ◽  
Ahu Yazici Ayyildiz
Keyword(s):  
Scale Development ◽  
Design Methodology ◽  
Self Report ◽  
Content Type ◽  
Future Studies ◽  
Self Perceptions ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality ◽  
Practical Implications ◽  
Shed Light

PurposeScales play an important role in researching and understanding a field. This study aims to explore scales developed in hospitality and tourism to identify the trends and the gaps in the scale development studies with a view to make scale development recommendations for future studies.Design/methodology/approachThe study explores and analyses 253 scales developed from the perspectives of scope and methodology. The scales were first grouped into categories to identify trends and gaps in scale development to be able to make recommendations from the scope perspective. Then, for the methodology perspective, the scales were analysed according to various criteria such as sampling, reliability, validity and pilot testing reporting.FindingsThe study shows that while there are opportunities in some areas to develop newer scales, some areas appear to be saturated. It is important to note that all scales appear to be self-report scales which may result in the measurement of self-perceptions of people alone regarding a phenomenon. The study also pointed out some of the methodological shortcomings in the scales developed.Research limitations/implicationsThe study has both theoretical and practical implications. From a theoretical implications perspective, the study identified the overlaps and the gaps in scale development and provided several new scale development ideas concerning their scopes/topics and methodologies. From a practical perspective, the study shed light on the extent which the scales are relevant and useable by the practitioners in the tourism and hospitality establishments.Originality/valueThe study is original as there is no collective review of hospitality and tourism scales. The study identifies the trends, gaps, overlaps and some of the weaknesses of the scales developed and offers several valuable recommendations for the future.

Presenteeism “on the desk”

2016 ◽  
Vol 9 (1) ◽  
pp. 84-95 ◽  
Author(s):  
Chiara Panari ◽  
Silvia Simbula
Keyword(s):  
Secondary Schools ◽  
Emotional Exhaustion ◽  
Family Conflict ◽  
Design Methodology ◽  
Well Being ◽  
Self Report ◽  
Content Type ◽  
Antecedents And Consequences ◽  
And Performance ◽  
The Relationship

Purpose – The purpose of this paper is to examine the antecedents and consequences of the phenomenon of presenteeism in the educational sector. Particularly, the authors tested the relationship between excessive work responsibilities, presenteeism, work-to-family conflict and workers’ emotional exhaustion. Design/methodology/approach – A self-report questionnaire was administered to 264 teachers in secondary schools. Findings – A subsequent mediation of presenteeism and work-to-family conflict between work responsibilities and emotional exhaustion was found. Originality/value – The findings of this study will provide help today’s organisations for better understanding and managing the new phenomenon of presenteeism in order to promote workers’ well-being and performance.

The antecedents and consequences of brand personality: a systematic review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Rashid Saeed ◽  
Umar Burki ◽  
Raza Ali ◽  
Robert Dahlstrom ◽  
Hashim Zameer
Keyword(s):  
Systematic Review ◽  
Design Methodology ◽  
Brand Personality ◽  
Relevant Literature ◽  
Consumer Products ◽  
Future Research ◽  
Research Attention ◽  
Content Type ◽  
Antecedents And Consequences ◽  
Practical Implications

PurposeThe topic of brand personality (BP) has received extensive research attention in the last 2 decades, with a particular focus on examining its antecedents and consequences. This study, therefore, systematically reviews and synthesizes extant research on antecedents and consequences of BP of consumer products.Design/methodology/approachA systematic review approach is used to identify and analyze relevant studies from five major databases and a search engine. This review identified 62 articles from 43 journals published during 1997–2018. The relevant literature germane to the research objectives is extracted from these articles.FindingsThis study identifies and classifies antecedents and consequences of BP of consumer products, along with key mediators and moderators underlying these relationships. Additionally, the study reveals pertinent characteristics of BP literature, including conceptualizations, measurements, methods, theories and research settings. Finally, this study develops an integrative conceptual model and presents avenues for future research.Practical implicationsThis study provides insight to practitioners that create and develop brand personalities. The study would inform managers concerning the outcomes of BP.Originality/valueTo the best knowledge of the authors, this is the first systematic review that synthesizes existing empirical research on antecedents and consequences of BP of consumer products.

Cyberchondria: a systematic review

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Han Zheng ◽  
Sei-Ching Joanna Sin ◽  
Hye Kyung Kim ◽  
Yin-Leng Theng
Keyword(s):  
Systematic Review ◽  
Information Seeking ◽  
Developmental Stages ◽  
Health Anxiety ◽  
Assessment Tools ◽  
Comprehensive Overview ◽  
Theoretical Understanding ◽  
Content Type ◽  
Health Related ◽  
Antecedents And Consequences

PurposeCyberchondria describes excessive or repeated online health-related information seeking associated with an increased level of health anxiety. Given the nascent nature of the concept of cyberchondria, this systematic review attempts to summarize the current landscape of cyberchondria research.Design/methodology/approachBased on a comprehensive search and systematic filtering process, 40 articles were included in the final sample.FindingsCharacteristics of these articles, measures of cyberchondria and factors related to cyberchondria were reported. This review found that the measures of cyberchondria are still in the developmental stages and thus require further validation in future studies. In addition, while studies have examined various factors associated with cyberchondria, the detailed processes involved in the development of cyberchondria require further conceptualization.Originality/valueThe contributions of this review are threefold: first, it presented a comprehensive overview of studies on cyberchondria by addressing their key characteristics such as country of study, sample size and research method. Second, this review analyzed major assessment tools of cyberchondria to offer useful guidance on future investigations on cyberchondria. Third, it identified important antecedents and consequences of cyberchondria in previous research, which contributes to theoretical understanding of how cyberchondria develops.

Sentiment analysis in hospitality and tourism: a thematic and methodological review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fuad Mehraliyev ◽  
Irene Cheng Chu Chan ◽  
Andrei Petrovich Kirilenko
Keyword(s):  
Systematic Review ◽  
Sentiment Analysis ◽  
Future Research ◽  
Solid Base ◽  
Major Theme ◽  
Methodological Review ◽  
Content Type ◽  
Prior Review ◽  
Thematic Review ◽  
Hospitality And Tourism

Purpose This study aims to conduct a systematic review and critically analyze the sentiment analysis literature in hospitality and tourism from methodological (data sets and analyzes) and thematic (topics, theories, key constructs and their relationships) perspectives. Design/methodology/approach Qualitative thematic review and quantitative systematic review were performed on 70 papers obtained from hospitality and tourism categories of two databases, namely, Web of Science and Scopus. Findings A total of 5 topics and 27 sub-topics were identified and the major theme is market intelligence. Sentiment variables were investigated not only as independent but also as dependent variables. The customer rating is the most investigated dependent variable, whereas moderators and mediators were rarely tested. Most reviewed studies did not use theory. The findings from the methodological review show that analysis of big data was rare. Moreover, testing the performance of sentiment analyzes was uncommon, and only one paper tested the performance of aspect/feature extraction. Research limitations/implications This study extends prior review studies by providing a comprehensive view of how knowledge and methodologies of sentiment analysis have developed. The identified themes and key constructs serve as a solid base for future knowledge advancement. Future research directions on sentiment analysis are also provided. Originality/value To the best of the authors’ knowledge, this study is the first comprehensive methodological and thematic review of sentiment analysis in hospitality and tourism. Based on the identified findings, the authors propose several directions for future research.

The landscape of customer engagement in hospitality and tourism: a systematic review

2020 ◽  
Vol 32 (5) ◽  
pp. 1837-1860 ◽  
Author(s):  
Fei Hao
Keyword(s):  
Systematic Review ◽  
Design Methodology ◽  
Customer Engagement ◽  
Measurement Scales ◽  
Content Type ◽  
Brand Engagement ◽  
Original Definition ◽  
Hospitality And Tourism ◽  
Definition Of ◽  
Conceptual Nature

Purpose This paper aims to deliver a systematic review of customer engagement in hospitality and tourism by synthesising existing literature, thus presenting a state-of-art landscape of customer engagement research. Design/methodology/approach A total of 173 peer-reviewed articles were collected from seven databases, spanning from 2007 to 2020. A systematic review was conducted by analysing, categorizing and synthesising existing studies to examine the evolution, conceptual nature, typology and measurement of the existing literature on customer engagement in hospitality and tourism. Findings This study provides an overview of the temporal, spatial, sectoral and journal-wise distribution of customer engagement in hospitality and tourism. A comprehensive definition of customer engagement is proposed based on five fundamental propositions. Scrutiny of customer engagement studies in hospitality and tourism presents four sub-forms, including online customer engagement, tourist engagement, customer brand engagement and customer engagement behaviour. Additionally, the research methods, dimensionality and measurement scales of customer engagement are systematically reviewed. Originality/value This study is the first systematic review of customer engagement research in the field of hospitality and tourism. The original definition leads to an improved understanding of customer engagement. This study is also the first to propose a clear typology of customer engagement to enhance consistency in usage.

Hacienda Flandes: the ups and downs of a Colombian coffee farm

2016 ◽  
Vol 6 (1) ◽  
pp. 1-23
Author(s):  
Henry Ossa ◽  
Ana Cristina Gonzalez
Keyword(s):  
Strategic Planning ◽  
Family Business ◽  
Business Strategy ◽  
Subject Area ◽  
Family Businesses ◽  
Class Discussion ◽  
Content Type ◽  
The Family ◽  
Antecedents And Consequences ◽  
Family Demands

Subject area Strategic Planning for family businesses. Study level/applicability MBA family businesses courses and/or executive education courses that focus on family businesses. The case can be used in introductory sessions related to family business strategy. Case overview This case tells the story of two generations of coffee plant growers at Hacienda Flandes in Colombia’s coffee region. It describes external and internal factors that affected the family business from 1970 to 2013. The case presents antecedents and consequences of environmental circumstances and family members’ decisions that drive this business from boom to decline and later on to its potential reinvention. Through an analysis of this family-owned coffee plantation across generations, students are expected to understand the importance of strategic planning in family businesses, in a changing and competitive environment. Family businesses in emerging economies are the most common type of businesses. In Latin America, most of family businesses might be younger than those in Europe and even in North America. Therefore, family businesses in these economies can be going through or will soon go through a succession. Succession success rate is low, regardless of the culture or country in which the family business develops. This case deals with the preparation (or lack of preparation) of the next generation in family businesses management and its consequences and helps students suggest alternatives and better decisions to run family businesses in an emerging economy. Expected learning outcomes Students will be able to know and explain the concept of a family business as a dynamic system: firm, family and individuals, each one with actions and outcomes; analyze opportunities for and threats to family businesses across generations; and formulate strategies that balance business and family demands. Supplementary materials The teaching note has specific reading materials to support class discussion.

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