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Article
Publication date: 7 August 2017

Seungmin Nam and Hong-Chul Shin

The purpose of this paper is to understand the emotional cycle of the relationship between service employees and customers using a social interaction model.

Abstract

Purpose

The purpose of this paper is to understand the emotional cycle of the relationship between service employees and customers using a social interaction model.

Design/methodology/approach

A total of 22 five-star hotels in Seoul area are selected. The survey was conducted by a mixed mail and visiting format. Of 340 questionnaires distributed, 27 were incomplete and thus eliminated from the study. As a result, 313 questionnaires were accepted for the purpose of final analysis, representing a response rate of 92 per cent.

Findings

The study found that service employees’ orientation and emotions are critical for predicting customers’ display of emotions and ensuring employees’ mood. In addition, employees’ emotions and service orientation have positive relationships with customers’ display of emotions; customers’ display of emotions have positive relationships with employees’ moods and task performance; and employees’ moods have positive relationships with task performance.

Research limitations/implications

A key limitation of this study is that it is difficult to capture precisely the emotions of employees and customers using the five-point Likert scale. Second, there might be representative issue in his study because the survey was limited to brief encounter within in the hotel industry that focused only on five-star hotels in Seoul.

Practical implications

Through the study, to overcome the emotional labor, this study shows that an answer could lie in the connection between business outcomes and positive mood of employees. Managers should create a good environment for employee to work in a pleasant atmosphere. In addition, during the employee selection process, managers might hire talented and qualified front employees with friendly, courteous and extroverted characteristics.

Originality/value

The essential contribution of this study is that it provides initial empirical support for the social interaction model in an employee and customer service setting in the field of hospitality.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 11 no. 3
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 3 August 2015

Seungmin Nam, Sae-eun Park and Hong-Chul Shin

The purpose of this paper is to estimate an individual’s probability of preservation of the night view of Han-River bridge tax using the contingent valuation method (CVM…

Abstract

Purpose

The purpose of this paper is to estimate an individual’s probability of preservation of the night view of Han-River bridge tax using the contingent valuation method (CVM) and to present the effects of 4Es on experience economy theory.

Design/methodology/approach

The on-site survey was conducted in the 11 district Han-River parks: Gwangnaru, Jamsil, Ttukseom, Jamwon, Banpo, Yeechon, Yeouido, Mangwon, Nanji, Ganseo and Yanghwa district, including 24 bridges such as Banpo, Olympic bridge during 8-9 pm around the lighting and 9-10 pm peak time of lighting.

Findings

Truncated mean willingness-to-pay indicates that the economic value of the night view of Han-River bridge is 49,575 won (about USA $50) per household, which implies the significance of the preservation value of the night view.

Research limitations/implications

This study sets a hypothetical market, and there are limitations on hypothetical bias of the dichotomous choice CVM. For the future study, a survey with a specific real payment vehicle in an attempt to reduce hypothetical bias can be a tool for the prevention of the overestimation.

Practical implications

Through the study, Seoul city has to invest aggressively on the night view landscape business of Han-River bridge, which can become a landmark and has lots of attraction for tourists. As this study’s core aim was to justify the economic value of the night view of the Han-River bridges, the estimated amount strongly supports the lighting business of the Han-River bridge.

Originality/value

The results of this research may help policy-makers of Han-River to establish practical decisions as to whether improving and preserving the Han-River’s night view lighting business are worth the value.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 9 no. 3
Type: Research Article
ISSN: 1750-6182

Keywords

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