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1 – 4 of 4Christian Nordhorn, Anna Scuttari and Harald Pechlaner
The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time…
Abstract
Purpose
The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time to understand their link to behavior and levels of service and relationship quality.
Design/methodology/approach
To achieve this aim, 225 random customers experience six different types of interactions (scenarios) at a staged reception desk, representing a high/low service or relationship quality. The emotions provoked within guests are (video) recorded and analyzed with the help of SHORETM, a facial recognition software that processes four basic emotions derived from human muscular activity and calculates average emotional scores per scenario.
Findings
Results reveal that customers respond more positively to service than to relationship quality. Informal approaches to interacting with guests are mixed; they can both excite or irritate customers. As with existing evidence in service marketing research, the results found out through this study demonstrate that a good service recovery process seems to immediately generate more satisfied customers than do constant high-quality standards.
Research limitations/Implications
The main limitations are related to the semi-staged nature of social interactions, which might cause distortions in measuring emotions and limitations in the comparability of cases.
Practical Implications
Practical implications are directed to service designers and managers in hospitality to improve service design and ensure effective service recoveries.
Originality/value
This paper introduces a novel approach for assessing host–guest interactions in tourism based on a real-time emotional assessment of service and relationship quality in hospitality. Technologically advanced observation techniques enable in-depth analyses of actions and emotional responses between hosts and guests across time. New insights concerning service design and service recovery management are gained for practitioners and for future research.
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Harald Pechlaner, Christian Nordhorn and Xenia Poppe
This paper aims to deduce and present an extended hospitality approach. In developed countries, hospitality is increasingly linked to tourism; in times of migration and increased…
Abstract
Purpose
This paper aims to deduce and present an extended hospitality approach. In developed countries, hospitality is increasingly linked to tourism; in times of migration and increased refugee flows, the accompanying social, economic and political determining factors play a more prominent role, necessitating a new view of hospitality. This study aims to extend the domain of tourism in hospitality by including aspects related to asylum seekers and to combine it with topics regarding welcome culture, service quality and relational quality. The paper explores the question concerning whether, and in which ways, the various sectors may learn from each other.
Design/methodology/approach
To expand this new research area and to take the exploratory nature of the research aim into consideration, a qualitative approach was chosen. Fourteen qualitative interviews with experts from the tourism and industry sectors and organizations linked with asylum seekers were conducted; the interviewees were chosen by purposeful sampling, according to knowledge and diversity criteria. GABEK was used as a qualitative research strategy, which involves theories of a phenomenological and linguistic nature. This method allows for a more holistic approach to the complex nature of the topic through the collection of perceptions resulting from open qualitative interviews and a keyword-based analysis.
Findings
The paper presents a model for an extended hospitality approach, as hospitality should not be limited to its connection with tourism matters. Refugees as well as tourists rely on the friendliness and the welcoming nature (hereafter: “welcome culture”) of a host country. The tourism industry can stand to improve its unconditional hospitality toward refugees — the comprehension and understanding of different cultures and values is an important aspect of welcoming new arrivals in the local surroundings, be they tourists, migrants or refugees.
Research limitations/implications
As stated above, a qualitative research approach was chosen with the intent to open the research field toward an extended hospitality approach. Therefore, future research must focus on testing the results for application in a more general context. The study was also limited insofar as the conduction of research took place in Bavaria alone.
Practical implications
As stated above, a qualitative research approach was chosen with the intent to open the research field toward an extended hospitality approach. Therefore, future research must focus on testing the results for application in a more general context. The study was also limited insofar as the conduction of research took place in Bavaria alone.
Originality/value
This paper combines different access points to hospitality in a new form.
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Harald Pechlaner, Daniel Zacher, Christian Eckert and Lukas Petersik
The purpose of this paper is to discuss responsibility in tourism destinations. On the basis of a resilience approach, central aspects of leadership and of responsibility in…
Abstract
Purpose
The purpose of this paper is to discuss responsibility in tourism destinations. On the basis of a resilience approach, central aspects of leadership and of responsibility in destination networks are introduced and, a contribution to a conceptual analysis of the future viability of tourism destinations is made. This contributes to a better understanding of resilience from a destination management organization (DMO) perspective in the context of shared responsibility.
Design/methodology/approach
To achieve this goal, a qualitative interview series was conducted with destination managers in urban and rural areas. The interviews were evaluated using the method of GABEK®, in order to reveal and visualize semantic relationships between the specific statements. This method allows the representation of linkages and relationships of keywords from interview transcripts in the form of network graphs.
Findings
A major result is the existence of a network of leaders who take responsibility for tourism development within a tourism destination. Within this network, the destination manager once again plays a key role by developing and formulating visions, goals and strategies. In this context, the relevant employees of the DMO have an important role to play, since they are an important resource of tourism development due to their experience and competences.
Originality/value
The paper contributes to a practical view on the development of visions and strategies. It analyzes challenges and possible ways to communicate with the required political and public actors of the destination as well as with the service providers to regard destination development as a collaborative task.
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Elijah Yendaw and Anthony Mwinilanaa Tampah-Naah
This study aims to investigate the health-care-seeking behaviour and practices of West African migrants who reside and operate in Wa, Ghana, as itinerant retailers.
Abstract
Purpose
This study aims to investigate the health-care-seeking behaviour and practices of West African migrants who reside and operate in Wa, Ghana, as itinerant retailers.
Design/methodology/approach
The study was cross-sectional and used the quantitative research approach. The analysis was done on a target population comprising 122 itinerant immigrant retail traders in Wa, Ghana. Fisher’s exact test and logistic regression were used to analyse the data.
Findings
Malaria was the commonest disease among them. Five in ten of the migrants preferred to report malaria episodes to a private health facility than to a government facility. Significant associations were identified between four dimensions (health facility, self-medication, home remedy and consult others) of health-seeking behaviour, and some background characteristics. The main reason why migrants prefer government health facilities was because of their better health personnel. They self-medicated because of easy accessibility of over-the-counter medicine shops. Also, when ill, the migrants usually consulted family members who would be in a position to take them home when their ailment worsens.
Research limitations/implications
Snowball sampling was used to select the respondents which could potentially lead to a sample that is not fully representative of the population in general.
Originality/value
Studies concerning migration and health in Ghana have been focused on internal migrants. Yet, minority immigrant traders equally encounter adverse health conditions but limited studies have been conducted to espouse their health-seeking behaviour. This study imperatively contributes to the subject matter that has limited literature in the country.
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