Emotion and Adaptation

This article advances our understanding of the influence of affect in consumers’ responses to brief, nonpersonal service encounters. This study contributes to the services marketing literature by examining for mundane service transactions the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience. Observational and perceptual data from customers were matched with frontline employees in 200 transaction-specific encounters. The results of this study suggest that consumers’ evaluations of the service encounter correlate highly with their displayed emotions during the interaction and postencounter mood states. Finally, the findings indicate that frontline employees’perceptions of the encounter are not aligned with those of their customers. The managerial implications of these findings are briefly discussed.

The Role of Emotions in Service Encounters

The purpose of this study is to empirically test an integrative model linking tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. The model was tested using data collected from domestic tourists visiting Sardinia, Italy. Results show that tourists’ emotional experiences act as antecedents of perceived overall image and satisfaction evaluations. In addition, overall image has a positive influence on tourist satisfaction and intention to recommend. The study expands current theorizations by examining the merits of emotions in tourist behavior models. From a practical perspective, the study offers important implications for destination marketers.

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Understanding the relationships between tourists' emotional experiences, perceived overall image, satisfaction, and intention to recommend

Travellers are demanding authentic, experientially-oriented opportunities with more meaningful interactions with locals. The sharing economy has emerged partly as a response to these consumer trends with major potential impacts for tourism. This research investigated the phenomenon of authenticity-seeking tourism and its links to the hospitality sector through consumer choices related to accommodation offered by sharing economy providers. It explored the relationship between perceived authenticity of the “local” experience and its significance when purchasing accommodation. The three themes of unique accommodation interiors and atmosphere, interactions with hosts, and interactions with local culture were found to be important to Airbnb users.

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Living like a local: Authentic tourism experiences and the sharing economy

This paper aims to demonstrate how the huge amount of Social Big Data available from tourists can nurture the value creation process for a Smart Tourism Destination. Applying a multiple-case study analysis, the paper explores a set of regional tourist experiences related to a Southern European region and destination, to derive patterns and opportunities of value creation generated by Big Data in tourism. Findings present and discuss evidence in terms of improving decision-making, creating marketing strategies with more personalized offerings, transparency and trust in dialogue with customers and stakeholders, and emergence of new business models. Finally, implications are presented for researchers and practitioners interested in the managerial exploitation of Big Data in the context of information-intensive industries and mainly in Tourism.

Creating value from Social Big Data: Implications for Smart Tourism Destinations

Modeling behavioral intentions remain an important area of research in tourism. This study empirically tests a model linking tourists' emotional experiences, satisfaction and behavioral intentions. The model proposes that satisfaction mediates the relationship between tourists' emotional experiences and behavioral intentions. Data were collected from international tourists visiting Petra, a UNESCO world heritage site. Contrary to theoretical predictions, results do not support the mediating effect of satisfaction on the relationship between emotions (joy, love, positive surprise, and unpleasantness) and behavioral intentions. Findings offer important strategic marketing implications for Petra in relation to branding and managing destination experiences.

The role of tourists' emotional experiences and satisfaction in understanding behavioral intentions

This study is an extension of Hosany and Gilbert’s original research on the development of a scale measuring the diversity and intensity of tourists’ emotional experiences toward destinations: the Destination Emotion Scale (DES). The DES consists of 15 items, representing three emotional dimensions: joy, love, and positive surprise. Although the DES displays solid psychometric properties, additional evidence is required of the scale’s validity. Using data collected from international tourists visiting two distinct destinations, Petra (Jordan) and Thailand, this study further examines the scale’s construct validity. Adopting state-of-the-art procedures guiding scale validation, results confirm the unidimensionality, reliability, convergent, discriminant, and nomological validity of the DES. In particular, discriminant validity tests show that emotions and place attachment are related but distinct constructs. The DES provides a useful tool for marketers and researchers to measure tourists’ emotional respons...

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Measuring Tourists’ Emotional Experiences Further Validation of the Destination Emotion Scale

Article history: Received: October 7, 2018 Received in revised format: November 29, 2018 Accepted: December 16, 2018 Available online: December 18, 2018 The primary objective of the study is to investigate the mediating role of authentic leadership between employee training and employee performance in Jeddah Islamic Port of Kingdom of Saudi Arabia based on the complementary congruity theory (CCT). The study is based on analyzing 212 respondents from Jeddah Islamic Port employees. The present study uses the smartPLS 3.2.8 statistical software to reach a positive and significant relationship between employee training, authentic leadership and employee performance. Furthermore, the study finds a mediating role of authentic leadership between the relationship of employee training and employee performance in Jeddah Islamic Port. The study also recommends that the port management should focus on employee training and authentic leadership practices to enhance the employee performance which lead to port performance. Moreover, the study suggests that future study should validate the current study framework in other countries especially in the context of government departments. © 2019 by the authors; licensee Growing Science, Canada

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The mediating role of authentic leadership between the relationship of employee training and employee performance

The aim of this study is to examine the psychological empowerment construct within the Jordanian hospitality industry. The multi-dimensional scale developed by Spreitzer 1995 was used. A total of 800 questionnaires were distributed to a sample of frontline employees, and out of these a total of 682 usable questionnaires were used in the analysis. The results of the Exploratory Factor Analysis (EFA) introduced a two dimensional structure. The results of t-tests and one-way ANOVA revealed that only employees’ nationality and educational level could be used to segment employees based on their perception of the psychological empowerment overall and on the extracted dimensions. Implications and recommendations for future research are presented

Psychological empowerment in the jordanian hospitality industry: does the context matter?

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Khaled Odeh

Papers

The role of tourists' emotional experiences and satisfaction in understanding behavioral intentions

Measuring Tourists’ Emotional Experiences Further Validation of the Destination Emotion Scale

The mediating role of authentic leadership between the relationship of employee training and employee performance

Psychological empowerment in the jordanian hospitality industry: does the context matter?

Measuring Experience Economy Concepts in Tourism: A Replication and Extension