Influence of empathy on hotel guests’ emotional service experience

2017 ◽  
Vol 31 (6) ◽  
pp. 618-635 ◽  
Author(s):  
Hamsanandini Umasuthan ◽  
Oun-Joung Park ◽  
Jong-Hyun Ryu
Keyword(s):  
Behavioral Intention ◽  
Cognitive Empathy ◽  
Emotional Empathy ◽  
Service Experience ◽  
Content Type ◽  
Service Failures ◽  
Emotional Dimensions ◽  
Tourism And Hospitality ◽  
Service Experiences ◽  
Practical Implications

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.

Developing a typology of disruptive customer behaviors

2017 ◽  
Vol 29 (9) ◽  
pp. 2341-2360 ◽  
Author(s):  
Dogan Gursoy ◽  
Raine (Ruiying) Cai ◽  
Gerardo Joel Anaya
Keyword(s):  
Customer Service ◽  
Disruptive Behaviors ◽  
Influential Factor ◽  
Service Experience ◽  
Content Type ◽  
Study Approach ◽  
Service Behavior ◽  
The Impact ◽  
Service Experiences ◽  
Practical Implications

Purpose This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers. Design/methodology/approach Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies. Findings The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids”, “Oral Abusers”, “Outlandish Requesters”, “Hysterical shouters”, “Poor Hygiene Manners”, “Service Rule Breakers” and “Ignorant Customers”. Practical implications Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers. Originality/value Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.

Interaction, engagement, and perceived interactivity in single-handed interaction

2016 ◽  
Vol 26 (5) ◽  
pp. 1134-1157 ◽  
Author(s):  
Donghee Shin ◽  
Myunggoon Choi ◽  
Jang Hyun Kim ◽  
Jae-gil Lee
Keyword(s):  
Behavioral Intention ◽  
Interaction Techniques ◽  
Content Type ◽  
Thumb Movement ◽  
Wide Range ◽  
Mobile Industry ◽  
Perceived Interactivity ◽  
The Subject ◽  
Definition Of ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effects of interaction techniques (e.g. swiping and tapping) and the range of thumb movement on interactivity, engagement, attitude, and behavioral intention in single-handed interaction with smartphones. Design/methodology/approach A 2×2 between-participant experiment (technological features: swiping and tapping×range of thumb movement: wide and narrow) was conducted to study the effects of interaction techniques and thumb movement ranges. Findings The results showed that the range of thumb movement had significant effects on perceived interactivity, engagement, attitude, and behavioral intention, whereas no effects were observed for interaction techniques. A narrow range of thumb movement had more influence on the interactivity outcomes in comparison to a wide range of thumb movement. Practical implications While the subject of actual and perceived interactivity has been discussed, the issue has not been applied to smartphone. Based on the research results, the mobile industry may come up with a design strategy that balances feature- and perception-based interactivity. Originality/value This study adopted the perspective of the hybrid definition of interactivity, which includes both actual and perceived interactivity. Interactivity effect outcomes mediated by perceived interactivity.

How positive service experiences contribute to service captivity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Constantino Stavros ◽  
Kate Westberg ◽  
Roslyn Russell ◽  
Marcus Banks
Keyword(s):  
Financial Services ◽  
Financial Vulnerability ◽  
Socially Responsible ◽  
Content Type ◽  
Welfare Policies ◽  
Regulatory Frameworks ◽  
Alternative Financial Services ◽  
Service Experiences ◽  
Service Relationship ◽  
Practical Implications

Purpose Service captivity is described as the experience of constrained choice whereby a consumer has no power and feels unable to exit a service relationship. This study aims to explore how positive service experiences can contribute to service captivity in the alternative financial services (AFS) sector for consumers experiencing financial vulnerability. Design/methodology/approach A total of 31 interviews were undertaken with Australian consumers of payday loans and/or consumer leases. Findings The authors reveal a typology of consumers based on their financial vulnerability and their experience with AFS providers. Then they present three themes relating to how the marketing practices of these providers create a positive service experience, and, in doing so, can contribute to service captivity for consumers experiencing financial vulnerability. Research limitations/implications The benefits derived from positive service experiences, including accessible solutions, self-esteem, and a sense of control over their financial situation, contribute to the service captivity of some consumers, rendering alternative avenues less attractive. Practical implications AFS providers must ensure a socially responsible approach to their marketing practices to minimize potentially harmful outcomes for consumers. However, a systems-level approach is needed to tackle the wider issue of financial precarity. Policymakers need to address the marketplace gaps, regulatory frameworks and social welfare policies that contribute to both vulnerability and captivity. Originality/value This research extends the understanding of service captivity by demonstrating how positive service experiences can perpetuate this situation. Further, specific solutions are proposed at each level of the service system to address service captivity in the AFS sector.

scholarly journals Stimulating satisfaction and loyalty: transformative behaviour and Muslim consumers

2020 ◽  
Vol 32 (9) ◽  
pp. 2903-2923
Author(s):  
Naushad Mohamed ◽  
Babak Taheri ◽  
Anna Farmaki ◽  
Hossein Olya ◽  
Martin Joseph Gannon
Keyword(s):  
Complexity Theory ◽  
Consumer Satisfaction ◽  
Qualitative Comparative Analysis ◽  
Tourism Industry ◽  
Destination Image ◽  
Future Research ◽  
Content Type ◽  
Hospitality And Tourism Industry ◽  
Tourism And Hospitality ◽  
Practical Implications

Purpose This study aims to investigate the combinations of religiosity, cosmopolitanism and perceived destination image leading to satisfaction and loyalty amongst Muslim consumers within the Maldivian tourism and hospitality context. Design/methodology/approach Using fuzzy-set qualitative comparative analysis (fsQCA), this study reveals that diverse combinations of religiosity, cosmopolitanism and destination image dimensions stimulate satisfaction and loyalty in Muslim consumers. Findings Multiple recipes can be used to design compelling destinations that balance the desire for religiosity and cosmopolitanism characteristic of contemporary Muslim consumers. The results confirm the applicability of complexity theory in explaining Muslim consumer behaviour within the Islamic destination context. Practical implications Several implications for the hospitality and tourism industry are drawn from the results, with suggestions for future research provided. Each fsQCA recipe identifies distinct suggestions to shape the design of destination attributes and hospitality offerings to stimulate consumer satisfaction and loyalty. Originality/value Complexity theory was applied to assess the complex causal relationships among Muslim consumers’ religiosity, perceived destination image, cosmopolitanism, satisfaction and loyalty.

scholarly journals Exploring the ZMET methodology in services marketing

2019 ◽  
Vol 34 (1) ◽  
pp. 48-58 ◽  
Author(s):  
Charles Hancock ◽  
Carley Foster
Keyword(s):  
Services Marketing ◽  
Student Experiences ◽  
Service Research ◽  
Process Step ◽  
Content Type ◽  
Qualitative Approaches ◽  
Limited Application ◽  
Zaltman Metaphor Elicitation Technique ◽  
Service Experiences ◽  
Practical Implications

Purpose This paper aims to explore how the Zaltman metaphor elicitation technique (ZMET) can be adopted in services marketing to provide deeper customer experience insights. Design/methodology/approach This paper explores how ZMET interviews, which use images selected by the participant to facilitate discussion, can be used by researchers. This paper draws upon a study of 24 student experiences at a UK university. Findings Adopting this qualitative method for services marketing can counter depth deficit when compared to other qualitative approaches, because it is participant led. However, the method requires competent interview skills and time for the interview and analysis. We find that ZMET has not been widely adopted in academia because of its commercial licenced use. The paper illustrates how to use the ZMET process step-by-step. Research limitations/implications Findings are limited to student experiences. Further research is necessary to understand how researchers could use ZMET in other areas of services marketing. Practical implications This paper provides guidance to researchers on how to use ZMET as a methodological tool. ZMET facilitates a deeper understanding of service experiences through using participant chosen images and thus enabling researchers to uncover subconscious hidden perceptions that other methods may not find. Originality/value ZMET has been used commercially to gain market insights but has had limited application in service research. Existing studies fail to provide details of how ZMET can be used to access the consumer subconscious. This paper makes a methodological contribution by providing step-by-step guidance on how to apply ZMET to services marketing.

scholarly journals Engaging the multi-generational workforce in tourism and hospitality

2014 ◽  
Vol 69 (4) ◽  
pp. 245-263 ◽  
Author(s):  
Paul Barron ◽  
Anna Leask ◽  
Alan Fyall
Keyword(s):  
Employee Engagement ◽  
Generational Differences ◽  
Structured Interviews ◽  
Content Type ◽  
Mixed Methods Approach ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality ◽  
The Relationship ◽  
Practical Implications ◽  
Selection Of

Purpose – The purpose of this study is to present strategies that hospitality and tourism organisations might adopt as a means of encouraging employee engagement, thus enabling the more effective management of an increasingly multi-generational workforce. This paper evaluates current strategies being adopted that might encourage employee engagement by a selection of hospitality and tourism organisations and develop recommendations for organisations wishing to more effectively engage the multi-generational workforce. Design/methodology/approach – This study adopts a mixed methods approach and presents findings based on a series of semi-structured interviews with management and self-completion questionnaires aimed at employees. Findings – The relationship between the supervisor and the employee remains a key enhancer regarding engagement and employees are increasingly demanding more contemporary methods of communication. Employers should take note of generational characteristics and adopt flexible policies attractive to all employees. Practical implications – This paper contributes no t only to the debate regarding generational differences in the workplace but it also identifies that the various generations evident in tourism organisations are desirous of similar working conditions and benefits. Organisations should consider the development of a range of packages that focus on linking employees with their purpose, their colleagues and their resources as a means of encouraging employee engagement. Originality/value – This study contributes to the debate regarding employee engagement and compares and contrasts initiatives that various tourism and hospitality organisations are adopting as a means of encouraging employee engagement. The study also elicits the views of the organisations employees to understand the extent of the effectiveness of such initiatives and makes recommendations regarding the most effective initiatives from both a management and employee perspective.

Online tourism and hospitality distribution: a perspective article

2019 ◽  
Vol 75 (1) ◽  
pp. 290-293 ◽  
Author(s):  
Peter O’Connor
Keyword(s):  
Design Methodology ◽  
Future Scenarios ◽  
Content Type ◽  
Future Developments ◽  
The Future ◽  
Industry Practice ◽  
Prior Literature ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality ◽  
Practical Implications

Purpose Critically examining the development of online distribution in hospitality and tourism, this paper aims to speculate on likely future developments for the next decades. Design/methodology/approach The article review prior literature, combining themes with industry insights to speculate about the future. Findings The paper speculates on likely future scenarios for online distribution in hospitality and tourism, including further consolidation of major players, blurring of lines between organization types and the substitution of existing systems by mainstream e-commerce players. Research limitations/implications This paper provides a baseline analysis of the development of online distribution for use by future researchers. Practical implications This study speculates about likely future scenarios in hospitality and tourism distribution and their implications for industry practice. Originality/value To the best of the author’s knowledge, this is the first attempt to extrapolate the likely future of hospitality and tourism online distribution and its implications for industry.

scholarly journals Competences in higher education tourism internships

2019 ◽  
Vol 62 (1) ◽  
pp. 64-80 ◽  
Author(s):  
Raquel Ferreras-Garcia ◽  
Jordi Sales-Zaguirre ◽  
Enric Serradell-López
Keyword(s):  
Design Methodology ◽  
Descriptive Analysis ◽  
Hotel Industry ◽  
Hospitality Management ◽  
Job Market ◽  
Content Type ◽  
Training Activities ◽  
The Subject ◽  
Tourism And Hospitality ◽  
Practical Implications

Purpose The purpose of this paper is to examine the level of correspondence between the academic training received by students and the demands of the job market. This was achieved by analysing the competences that are developed in internships to provide useful information for universities, students and tourism companies. Design/methodology/approach A quantitative analysis was carried out using questionnaires administered to the supervisors of students on curricular internships. The level of tourism competences of students on the bachelor degree in Tourism and Hospitality Management at the School of Tourism and Hospitality Management Sant Ignasi was assessed. A descriptive analysis and comparisons of means were carried out to investigate differences in competences between students undertaking internships, according to the hotel department and category. Findings The results of the study indicate that students undertaking internships improve their competences. Whether they undertake internships in one department or another does not affect the level of achievement of most competences. However, the category of a hotel does influence the level of development of the acquired competences. Research limitations/implications A questionnaire should be administered to students on their perceptions of the achievement of competences, as this could be compared with the supervisors’ perceptions. Practical implications The study generates extremely valuable information for companies, universities and students, as it reveals which competences are attained and to what extent. Based on these results, universities can adapt their training activities and the hotel industry will have information on learning processes during internships. Originality/value The analysis provides an innovative research, a real assessment by employers of the competences attained. It also identifies the need for more research on the subject related to employers’ perceptions of the level of competences that students develop in the workplace.

Co-creating service experience practices

2015 ◽  
Vol 26 (2) ◽  
pp. 249-275 ◽  
Author(s):  
Janet R McColl-Kennedy ◽  
Lilliemay Cheung ◽  
Elizabeth Ferrier
Keyword(s):  
Social Capital ◽  
Practice Theory ◽  
Care Facility ◽  
Residential Aged Care ◽  
Future Research ◽  
Diary Study ◽  
Theoretical Frameworks ◽  
Service Experience ◽  
Content Type ◽  
Service Experiences

Purpose – The purpose of this paper is threefold: to introduce a practice-based framework designed to integrate and deepen our understanding of how individuals co-create service experience practices; to identify co-creating service experience practices; and to provide a compelling agenda for future research, and offer practical strategies to enhance co-created service experiences. Accordingly, we extend practice theory, building on Kjellberg and Helgesson’s (2006) practice-based framework for markets by integrating Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001). Design/methodology/approach – The authors interpretive analysis draws on naturalistic observations carried out over 18 months, supplemented with 35 interviews (17 with residents, and 18 with staff) and a diary study of nine non-management staff (including nursing staff, kitchen and cleaning staff and administrative staff) at a residential aged care facility. Findings – This paper offers a new conceptualization of service experience. Rather than viewing service experiences as dyadic, designed and produced by the firm for the customer, the authors conceptualize service experience as dynamic, experiential, relational activities and interactions, thus highlighting the collective, collaborative, evolving and dynamic nature of service experience. Research limitations/implications – Building on McColl-Kennedy et al.’s (2012) foundational work, the authors articulate three distinct types of practices that characterize service experiences. We extend practice theory offering an integrative practice-based framework consistent with our practice-based conceptualization of service experience. Based on the service ecosystem metaphor and drawing parallels and contrasts with an ant colony, the authors provide a co-created service experience practices (CSEP) framework comprising: representational practices – assimilating, producing and personalizing; normalizing practices – bonding, bridging and linking; and exchange practices – accounting (searching and selecting), evaluating (sorting and assorting), appreciating, classifying (displaying objects and demonstrating collective action, and play (communing and entertaining). Our CSEP framework integrates three theoretical frameworks, that of Kjellberg and Helgesson’s (2006) market practices framework, Holt’s (1995) consumer practices and social capital-based practices (Gittell and Vidal, 1998; Woolcock, 2001), to yield a deeper explanation of co-created service experience practices. Practical implications – It is clear from our observations, interviews with residents and staff, and from the diary study, that customers co-create service experiences in many different ways, each contextually determined. In some cases the customers are well equipped with a wide array of resources, integrated from exchanges with other customers, staff, friends and family and from their own resources. In other cases, however, few resources are integrated from few sources. Importantly, the authors found that some staff are willing and able to offer an extensive range of resources designed to complement the customers’ own resources to help facilitate the service experience. We offer a seven-point practical plan designed to enhance service experiences. Originality/value – The authors work contributes theoretically and practically in four important ways. First, the authors provide a critical analysis of prior service experience conceptualizations. Second, consistent with the conceptualization that service experiences are dynamic, experiential, relational activities and interactions developed with the customer and potentially other actors, including for example, other customers, organizations, and friends and family, we draw parallels and contrasts with a biological ecosystem and offer a co-created service experience practices (CSEP) framework designed to integrate and deepen the understanding of co-created service experiences and extend practice theory. Third, the authors provide managerial implications, including a seven-point practical plan. Finally, the authors offer a research agenda to assist further theory development.

Contrasting quality of service experience for northern and southern Mediterranean tourists

2015 ◽  
Vol 10 (3) ◽  
pp. 327-337 ◽  
Author(s):  
Walesska Schlesinger ◽  
Amparo Cervera ◽  
Carmen Pérez-Cabañero
Keyword(s):  
Quality Of Service ◽  
Self Report ◽  
Service Experience ◽  
Content Type ◽  
Peace Of Mind ◽  
Tourist Destinations ◽  
Southern Mediterranean ◽  
Practical Implications ◽  
Do So

Purpose – The purpose of this paper is to examine quality of service experience as reported by tourists in seven northern and southern Mediterranean cities. Design/methodology/approach – A self-report study was used to gather data from 1,362 tourists. Once validity of Otto and Ritchie’s (1996) scale had been confirmed, ANOVA and the non-parametric Kruskal-Wallis test were used to analyse the data. Findings – Tourists in all destinations highlighted the importance of the dimension peace of mind. Significant differences between tourists in the northern Mediterranean and those in the southern Mediterranean were observed in two quality of service experience dimensions: hedonics and involvement. Research limitations/implications – Although the sample was large, this study’s scope was limited to seven Mediterranean tourist cities. Further research is therefore required to generalize findings to other Mediterranean tourist destinations. Practical implications – Knowledge about quality of service experience dimensions may help tourism managers innovate and improve services. Tourists perceive northern Mediterranean destinations differently from destinations in the southern Mediterranean. Tourists report high tourist involvement in northern destinations, whereas in the south, tourists emphasize destinations’ hedonic features. These implications are also valuable for European policymakers. Originality/value – The study compared quality of service experience in northern and southern Mediterranean tourist destinations. To do so, it analysed a sample of 1,362 tourists from seven Mediterranean cities. This research is the first to analyse quality of service experience in the Mediterranean.

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