Emotional labor and tourist satisfaction as a consumer experience in the hotel establishment
Abstract
Service employees are often required to express certain emotions to their customers. Indeed, several studies have been pointing out the importance of the so-called emotional labor on customer’s satisfaction. This paper is a first attempt to investigate the underexplored relationship between emotional labor and tourist satisfaction with the consumption experience provided by the hotel accommodation. A conceptual model of analysis in labor demanding context of service encounter and interaction process will be hereby presented. Moreover, this conceptual model of analysis will be empirically tested in the Hotel dos Templarios, a hotel accommodation located in the Portuguese tourist destination of Tomar.
References
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›› Brotheridge, C. M. & Lee, R. T. (2003). Development and validation of the Emotional Labor Scale. Journal of Occupational and Organizational Psychology 76, pp. 365 - 379.
›› Brotheridge, C. M. & Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior 60, pp. 17-39.
›› Chauhan, V. & Manhas, D. (2014). Dimensional analysis of customer experience in civil aviation sector. Journal of Service Research 14 (April – September), pp. 75 – 98.
›› Chathoth, P., Altinay, L., Harrigton, R. J., Okumus, F. & Chan, E. S. W. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management 32 (March), pp. 11 - 20.
›› Carvalho, C., Serra, M., Silva, D. L. & Figueiredo, C. (2011). Emotional Labor em profissionais do ensino e da saúde: Análise de duas estruturas dimensionais. Psychologica 95, pp. 95 – 113.
›› Frow, P. & Payne, A. (2007). Towards the “perfect” customer experience. Journal of Brand Management 15(2), pp. 89 – 101.
›› Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize Emotional Labor. Journal of Occupational Health Psychology 5(1), pp. 95 - 110.
›› Gentile, C., Spiller, N. & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal 25, pp. 395 – 410.
›› Giese, J. L. & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review 2000(1), pp. 1 – 24.
›› Gil, A. R. (2001). Los recursos humanos en el sector turístico español: organización de trabajo y empleo. Barcelona: Editorial Ariel, S.A.
›› Gilmore, J. H. & Pine II, J. (2002). Customer experience places: the new offering frontier. Strategy & Leadership 30(4), pp. 4 – 11.
›› Godwyn, M. (2006). Using Emotional Labor to Create and Maintain Relationships in Service Interations. Simbolic Interaction 29(4), pp. 487 – 506.
›› Goleman, D. (1998). Inteligência Emocional. Tradução de Álvaro Augusto Fernandes. Lisboa: Temas e Debates.
›› Goleman, D. (1997). Trabalhar com Inteligência Emocional. Tradução de Mário Dias Correia. Lisboa: Temas e Debates.
›› Grandey, A. A. (2003). When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal 46(1), pp. 86-96.
›› Gremler, D. (2004). The critical incident technique in service research. Journal of Service Research 7(1), pp. 65 – 89.
›› Grönroos, C. & Ravald, A. (2011). Service as business logic: implications for value creation and marketing. Journal of Service Management 22(1), pp. 5 – 22.
›› Groth, M., Henning-Thurau, T. & Walsh, G. (2009). Customer reactions to emotional labor: the role of employee acting strategies and customer detection accuracy. Academy of Management Journal 52(5), pp. 958 – 974.
›› Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management 21(4), pp, 531 - 548.
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›› Hunt, K. H. (1977). Customers Satisfaction/dissatisfaction – Overview and Future Directions. In Hunt, K. H. Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction. Cambridge: Marketing Science Institute.
›› Hur, W-M., Moon, T-W. and Jung, Y. S. (2015). Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Service Marketing 29(1), pp. 71–80.
›› Jüttner, U., Schaffner, D., Windler, K. & Maklan, S. (2013). Customer service experiences. Developing and applying a sequential incident laddering technique. European Journal of Marketing 47(5/6), pp. 738 – 768.
›› Laros, F. J. M. & Steenkamp, J.-B. E. M. (2005). Emotions in consumer behavior: a hierarchical approach. Journal of Business Research 58, pp. 1437-1445.
›› Lindgreen, A., Vanhamme, J. & Beverland, M. B. (2009). Memorable Customer Experiences. A Research Anthology. England: Gower Publishing Limited.
›› Lusch, R. F. & Vargo, S. L. (2011). Service-dominant logic: a necessary step. European Journal of Marketing 45(7/8), pp. 1298 – 1309.
›› Lusch, R. F., Vargo, S. L. & O’Brien (2007). Competing thought service: Insights from service-dominant logic. Journal of Retailing 83(1), pp. 5 – 18.
›› Martins, C. C., Mendes, J. C. & Guerreiro, M. M. M. (2011). Monitorização da Satisfação dos Turistas com os Safaris. Turismo em Análise 22(1), pp. 146 – 167.
›› Mattila, A. S. & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research 4(4), pp. 268-277.
›› Meyer, C. & Schwager, A. (2007). Understanding customer experience. Harvard Business Review 85(2), pp. 117 – 126.
›› Montgomery, A. J., Panagopolou, E., Wildt, M. & Meenks, E. (2006). Work–Family Interference, Emotional Labor and Burnout. Journal of Managerial Psychology 21, pp. 36 - 51.
›› Morris, J. A. & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 21(4), pp. 986 - 1010.
›› Pacheco, J. D. L. (2014). Marketing experiencial, emoções, satisfação e lealdade: um estudo empírico em Serralves em festa. Dissertação de Mestrado não publicada. Porto: ISCAP-IPP.
›› Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Service Marketing 24(3), pp. 196 – 208.
›› Phillips, D. M. & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology 12, pp. 243-252.
›› Pine II, J. & Gilmore, J. H. (1998). Welcome to the Experience Economy. Harvard Business Review July-August, pp. 97-105.
›› Prahalad, C. K. & Ramaswamy, V. (2003). The New Frontier of Experience Innovation. MIT Sloan Management Review 44(4), pp. 12-18.
›› Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion 23(2), pp. 125 - 154.
›› Reynolds, T. J. & Phillips, J. M. (2008). A review and comparative analysis of laddering research methods: recommendations for quality metrics. Review of Marketing Research 5, pp. 130 – 174.
›› Reynolds, T. & Gutman, J. (1988). Laddering theory, methods, analysis end interpretation. Journal of Advertising Research 28(1), pp. 1 – 31.
›› Schmitt, B. H. (1999). Experiential Marketing. NY: The Free Press.
›› Stauss, B. & Weinlich, B. (1997). Process-oriented measurement of service quality. Applying the sequential incident technique. European Journal of Marketing 31(1), pp. 33 – 55.
›› Sundbo, J. & Darmer, P. (2008). Creating Experiences in the Experience Economy. UK: Edward Elgar Publishing Limited.
›› Tsai, W. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management 27(4), pp. 497–512.
›› Van Dijk, P. A., Smith, L. D. G & Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management 32, pp. 39 - 45.
›› Vargo, S. L. & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68 (January), pp. 1–17.
›› Voss, C., Roth, A. V. & Chase, R. B. (2008). Experience, service operations strategy, and services as destination: Foundations and Exploratory Investigation. Production and Operations Management 17(3), pp. 247 – 266.
›› Wooddruff, R. B., Cadotte, E. R. & Jeukins, R, L. (1983). Modeling Consumer Satisfaction Process Using Experience – Based Norms. Journal of Marketing Research 20 (August), pp. 296 – 304.
›› Zapf, D. & Holz, M. (2006). On the positive and negative effects of emotion work in Organizations.” European Journal of Work and Organizational Psychology 15, pp. 1 - 28.
›› Zeithaml, V. A., Bitner, M. J. & Gremier, D. D. (2009). Services Marketing. Integrating Customer Focus Across the Firme. Singapore: McGraw-Hill International Edition.
›› Arussy, L. (2010). Customer Experience Strategy. The Complete Guide From Innovation to Execution. New Jersey: 4i – Strativity Group Media Company.
›› Ashforth, B. E. & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review 18(1), pp. 88 - 115.
›› Ashkanasy, N. M., Härtel, C. E. J & Daus, C. S. (2002). “Advances in organizational behavior: Diversity and emotions.” Journal of Management 28, pp. 307-338.
›› Berry, L., Carbone, L., & Haeckel, S. (2002). Managing the total customer experience. MIT Sloan Management Review 43(3), pp. 95 – 89.
›› Briner, R. B. (1999). The neglect and importance of emotion at work. European Journal of Work and Organizational Psychology 8, pp. 323 - 346.
›› Brotheridge, C. M. & Lee, R. T. (2003). Development and validation of the Emotional Labor Scale. Journal of Occupational and Organizational Psychology 76, pp. 365 - 379.
›› Brotheridge, C. M. & Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior 60, pp. 17-39.
›› Chauhan, V. & Manhas, D. (2014). Dimensional analysis of customer experience in civil aviation sector. Journal of Service Research 14 (April – September), pp. 75 – 98.
›› Chathoth, P., Altinay, L., Harrigton, R. J., Okumus, F. & Chan, E. S. W. (2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management 32 (March), pp. 11 - 20.
›› Carvalho, C., Serra, M., Silva, D. L. & Figueiredo, C. (2011). Emotional Labor em profissionais do ensino e da saúde: Análise de duas estruturas dimensionais. Psychologica 95, pp. 95 – 113.
›› Frow, P. & Payne, A. (2007). Towards the “perfect” customer experience. Journal of Brand Management 15(2), pp. 89 – 101.
›› Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize Emotional Labor. Journal of Occupational Health Psychology 5(1), pp. 95 - 110.
›› Gentile, C., Spiller, N. & Noci, G. (2007). How to sustain the customer experience: an overview of experience components that co-create value with the customer. European Management Journal 25, pp. 395 – 410.
›› Giese, J. L. & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review 2000(1), pp. 1 – 24.
›› Gil, A. R. (2001). Los recursos humanos en el sector turístico español: organización de trabajo y empleo. Barcelona: Editorial Ariel, S.A.
›› Gilmore, J. H. & Pine II, J. (2002). Customer experience places: the new offering frontier. Strategy & Leadership 30(4), pp. 4 – 11.
›› Godwyn, M. (2006). Using Emotional Labor to Create and Maintain Relationships in Service Interations. Simbolic Interaction 29(4), pp. 487 – 506.
›› Goleman, D. (1998). Inteligência Emocional. Tradução de Álvaro Augusto Fernandes. Lisboa: Temas e Debates.
›› Goleman, D. (1997). Trabalhar com Inteligência Emocional. Tradução de Mário Dias Correia. Lisboa: Temas e Debates.
›› Grandey, A. A. (2003). When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal 46(1), pp. 86-96.
›› Gremler, D. (2004). The critical incident technique in service research. Journal of Service Research 7(1), pp. 65 – 89.
›› Grönroos, C. & Ravald, A. (2011). Service as business logic: implications for value creation and marketing. Journal of Service Management 22(1), pp. 5 – 22.
›› Groth, M., Henning-Thurau, T. & Walsh, G. (2009). Customer reactions to emotional labor: the role of employee acting strategies and customer detection accuracy. Academy of Management Journal 52(5), pp. 958 – 974.
›› Heinonen, K., Strandvik, T., Mickelsson, K.-J., Edvardsson, B., Sundström, E. & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management 21(4), pp, 531 - 548.
›› Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
›› Homburg, C., Koschate, N. & Hoyer, W. (2006). The role of cognition and affect in the formation of customer satisfaction: a dynamic perspective. Journal of Marketing 70(3), pp. 21 – 31.
›› Hunt, K. H. (1977). Customers Satisfaction/dissatisfaction – Overview and Future Directions. In Hunt, K. H. Conceptualization and Measurement of Customer Satisfaction and Dissatisfaction. Cambridge: Marketing Science Institute.
›› Hur, W-M., Moon, T-W. and Jung, Y. S. (2015). Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. Journal of Service Marketing 29(1), pp. 71–80.
›› Jüttner, U., Schaffner, D., Windler, K. & Maklan, S. (2013). Customer service experiences. Developing and applying a sequential incident laddering technique. European Journal of Marketing 47(5/6), pp. 738 – 768.
›› Laros, F. J. M. & Steenkamp, J.-B. E. M. (2005). Emotions in consumer behavior: a hierarchical approach. Journal of Business Research 58, pp. 1437-1445.
›› Lindgreen, A., Vanhamme, J. & Beverland, M. B. (2009). Memorable Customer Experiences. A Research Anthology. England: Gower Publishing Limited.
›› Lusch, R. F. & Vargo, S. L. (2011). Service-dominant logic: a necessary step. European Journal of Marketing 45(7/8), pp. 1298 – 1309.
›› Lusch, R. F., Vargo, S. L. & O’Brien (2007). Competing thought service: Insights from service-dominant logic. Journal of Retailing 83(1), pp. 5 – 18.
›› Martins, C. C., Mendes, J. C. & Guerreiro, M. M. M. (2011). Monitorização da Satisfação dos Turistas com os Safaris. Turismo em Análise 22(1), pp. 146 – 167.
›› Mattila, A. S. & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research 4(4), pp. 268-277.
›› Meyer, C. & Schwager, A. (2007). Understanding customer experience. Harvard Business Review 85(2), pp. 117 – 126.
›› Montgomery, A. J., Panagopolou, E., Wildt, M. & Meenks, E. (2006). Work–Family Interference, Emotional Labor and Burnout. Journal of Managerial Psychology 21, pp. 36 - 51.
›› Morris, J. A. & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 21(4), pp. 986 - 1010.
›› Pacheco, J. D. L. (2014). Marketing experiencial, emoções, satisfação e lealdade: um estudo empírico em Serralves em festa. Dissertação de Mestrado não publicada. Porto: ISCAP-IPP.
›› Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Service Marketing 24(3), pp. 196 – 208.
›› Phillips, D. M. & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology 12, pp. 243-252.
›› Pine II, J. & Gilmore, J. H. (1998). Welcome to the Experience Economy. Harvard Business Review July-August, pp. 97-105.
›› Prahalad, C. K. & Ramaswamy, V. (2003). The New Frontier of Experience Innovation. MIT Sloan Management Review 44(4), pp. 12-18.
›› Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion 23(2), pp. 125 - 154.
›› Reynolds, T. J. & Phillips, J. M. (2008). A review and comparative analysis of laddering research methods: recommendations for quality metrics. Review of Marketing Research 5, pp. 130 – 174.
›› Reynolds, T. & Gutman, J. (1988). Laddering theory, methods, analysis end interpretation. Journal of Advertising Research 28(1), pp. 1 – 31.
›› Schmitt, B. H. (1999). Experiential Marketing. NY: The Free Press.
›› Stauss, B. & Weinlich, B. (1997). Process-oriented measurement of service quality. Applying the sequential incident technique. European Journal of Marketing 31(1), pp. 33 – 55.
›› Sundbo, J. & Darmer, P. (2008). Creating Experiences in the Experience Economy. UK: Edward Elgar Publishing Limited.
›› Tsai, W. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management 27(4), pp. 497–512.
›› Van Dijk, P. A., Smith, L. D. G & Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management 32, pp. 39 - 45.
›› Vargo, S. L. & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing 68 (January), pp. 1–17.
›› Voss, C., Roth, A. V. & Chase, R. B. (2008). Experience, service operations strategy, and services as destination: Foundations and Exploratory Investigation. Production and Operations Management 17(3), pp. 247 – 266.
›› Wooddruff, R. B., Cadotte, E. R. & Jeukins, R, L. (1983). Modeling Consumer Satisfaction Process Using Experience – Based Norms. Journal of Marketing Research 20 (August), pp. 296 – 304.
›› Zapf, D. & Holz, M. (2006). On the positive and negative effects of emotion work in Organizations.” European Journal of Work and Organizational Psychology 15, pp. 1 - 28.
›› Zeithaml, V. A., Bitner, M. J. & Gremier, D. D. (2009). Services Marketing. Integrating Customer Focus Across the Firme. Singapore: McGraw-Hill International Edition.
Published
2017-11-28
How to Cite
ALMEIDA, Nicolau Miguel.
Emotional labor and tourist satisfaction as a consumer experience in the hotel establishment.
Superavit, [S.l.], v. 2, p. 49-63, nov. 2017.
ISSN 1646-480X. Available at: <http://superavit.ipt.pt/index.php/superavit/article/view/17>. Date accessed: 22 dec. 2024.
doi: https://doi.org/10.26358/srgivol2ar17.
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Articles
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