It is all about the emotional state:Managing tourists’ experiences

Brunner-Sperdin, Alexandra and Peters, Mike and Strobl, Andreas (2012) It is all about the emotional state:Managing tourists’ experiences. International Journal of Hospitality Management, 31 (1). pp. 23-30. ISSN 0278-4319

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Abstract

When consuming tourism and leisure services tourists do not only expect professional services but also desire satisfying emotional experiences. To measure satisfaction with emotional experiences traditional service quality and satisfaction research is outdated because those models are based on cognitive components and neglect emotional aspects of customer satisfaction. This research investigates factors determining the service setting that enhance customers’ emotional reactions and lead to psychological states and behaviours. Referring to existing theories and empirical evidence in environmental psychology, a research model is developed explaining the relationship between different components of service settings influencing emotional states and satisfaction. Guests’ emotions are assessed during service consumption in hotel settings in order to investigate the importance of emotional states. The paper derives three main factors (leisure experience, hardware and human ware) significantly influencing emotional states of customers in high-quality hotels.

Item Type:
Journal Article
Journal or Publication Title:
International Journal of Hospitality Management
Uncontrolled Keywords:
/dk/atira/pure/subjectarea/asjc/1400/1409
Subjects:
ID Code:
138513
Deposited By:
Deposited On:
04 Nov 2019 10:25
Refereed?:
Yes
Published?:
Published
Last Modified:
25 Feb 2020 09:08