Article

The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction

September 2011
International Journal of Hospitality Management 30(3):542-550

DOI:10.1016/j.ijhm.2010.09.005

Authors:

Hyo Sun Jung

Kyung Hee University

Hye Hyun Yoon

Kyung Hee University

The purpose of this study was to understand interrelationships among customers’ perception of nonverbal communication, customers’ emotional responses and customer satisfaction in the family restaurant. A total of 333 customers in Korea participated. The results showed that employees’ kinesics and proxemics among nonverbal communications have a significant effect on customers’ positive emotions, while employees’ kinesics and paralanguage affect customers’ negative emotions. Also, it was found that whether customers feel positive or negative determines their satisfaction. Limitations and future research directions are also discussed.

The Development of Conceptual Model for Leader's Nonverbal Communication in the Construction Industry

Article

Full-text available

Jan 2023

Nonverbal communication comprises an essential part of the interactions between leader and follower. Although numerous studies have been conducted on nonverbal communication in multiple industries, there has been limited attention given to the effect of nonverbal communication in the construction industry. Additionally, there is a lack of a reliable model for a leader's nonverbal communication in construction. Therefore, this study specifically aims to contribute to this gap by linking leaders' nonverbal communication to an under-researched outcome of the leader-follower relationship, namely, followers' job satisfaction. This study also emphasises the mediating effect of followers' emotions in the aforementioned relationship. For this purpose, the literature review is built upon nonverbal communication, job satisfaction, and emotion, which were identified through scientific manuscripts and electronic databases. Consequently, this study proposes a model for the leader's nonverbal communication and followers' job satisfaction. The literature review illustrates the significance of nonverbal communication in the construction industry to improve the productivity and effectiveness of followers. This research suggests investigating the proposed model virtually and developing deeper insights on leaders' nonverbal communication and its possible impact on job satisfaction.

Service Employees’ Expressions of Emotions in Restaurants: A Transcendental Phenomenology Study

Article

Full-text available

Oct 2022

As a topic, nonverbal communication (e.g., expressions of emotions) remains inadequately focused on tourism and hospitality research. Its qualitative significance in service encounters is also virtually unexplored. Given the importance of employees' display of affective characteristics as vivid outcomes of nonverbal communication, i.e., responsiveness, friendliness, trustworthiness, competence, and compassion toward customers, the current study aims to explore customers' experiences toward nonverbal communication of employees during service encounters. By using transcendental phenomenology as a methodological framework, the study resorted to in-depth interviews with 13 customers, representing different nationalities, with whom the study found nonverbal communication as expressions of "body signal, mood, icon, marketing aids, mind changer and anything unspoken" that are conceived quickly and make customers feel welcome and comfortable. The study also found realistic experiences that customers could take their meals at home; they visited the restaurant for having different experiences: refreshment and relaxation while dining. In that emotional situation, they expected favourable nonverbal behaviour instead of a worried face, ignorance, mouse on the floor. The discussion of results is carried out concerning the characteristics of nonverbal communication and the theory of emotional contagion.

Customer-robot interactions: Understanding customer experience with service robots

Article

Oct 2021
Int J Hospit Manag

Technology developments relating to automation, artificial intelligence, and robots have transformed the landscape of service industries, including hospitality and tourism. Through a qualitative content analysis of online review data, this study seeks a comprehensive and grounded understanding of customer experience with service robots in hospitality and tourism settings. The analysis identified four categories of customer experience: (1) sensory experience (verbal language, physical appearance, kinesics, and paralanguage), (2) cognitive experience (utility, cuteness, autonomy, coolness, interactivity, and courtesy), (3) affective experience (enjoyment, novelty, negative emotion, and satisfaction), and (4) conative experience (approach/resistance). Results led to the development of a framework representing customer experience with service robots and to insights into customer-robot interactions. Most customers described positive experiences, and while service robots performed well in delivering functional and emotional value, social interaction skills need improvement.

Hospitable Non-verbal Staff Behaviour as a Means to Create Value to Customers

Article

May 2021

Background and aim Service providers need to be competent in the provision of hospitality. However, the question is, how to operationalize the experience of hospitality? Existing literature shows limited concrete service characteristics that lead to a hospitable experience in service environments. This article presents user-centred research into human-related aspects that influence the hospitality experience of guests. Methods/methodology Four case studies were performed in a public swimming pool and a catering setting. Due to COVID-19 restrictions, in three of the four cases, regular customers of the organizations were approached by email and asked to rate the importance of behaviours related to hospitable service. In the case of the public swimming pool, part of the data was collected prior to closing of the pool, allowing data collection via survey, on site or via email, depending on visitors’ preferences. Results The results show which non-verbal employee characteristics contribute to the distinctive factors of hospitality, especially observable behaviour. The factors ‘modest appearance’ and ‘representative appearance’ seem to be of medium importance, and the factor ‘paralanguage’ seems to be the least important factor. Practical implications This article shows that it is possible to identify concrete characteristics of employee behaviour that people associate with hospitality.

The promotional effect of interpersonal attraction of service employees on customer engagement in the S-D logic

Article

Full-text available

Oct 2023

Encouragement of customer engagement and positive customer behavior is one of the keys to recovery for hospitality companies in the post-epidemic era. Service employees are a valuable resource for business and have also received the attention of engagement studies. Thus, this study concentrated on service personnel and further investigated the impact of their interpersonal attraction on customer engagement. The method for data collection was a questionnaire, and the data were analyzed using SPSS 25.0 and Amos 21.0. The findings are as follows: customer engagement is positively influenced by physical, social, and task attractions; social distance reveals a mechanism for the effects of physical and social attractions, but not for task attraction; interpersonal sensitivity only positively moderates the effect of task attraction on customer engagement and does not significantly moderate the effect of physical attraction and social attraction. Overall, these results advance customer engagement research and provide hospitality businesses with guidelines for increasing customer engagement from the perspective of service personnel.

Experiences of Smiles and Eye Contact at Hotels: A Video Elicited Focus Group Study

Article

Full-text available

Feb 2023

Mohammad Shahidul Islam

During hospitality encounters, smiles and eye contact are frequently exchanged between hotel guests and employees. Nevertheless, the relative efficiency of eye contact and smiles as experience triggers in guest-employee hospitality encounters has remained unexplored in previous studies in hospitality, including those of psychology, health care, sports, and law. Explicitly, the study analyses the provision of experiential dimensions in smiles and eye contact between hotel guests and employees under the implication of uncertainty reduction theory (URT). Based on constructivism and utilization of Colaizzi's data analysis, results from the video-elicited four focus groups showed that guests and employees tend to have more robust emotional engagement and decrease uncertainty in fulfilling individual needs. Six dimensions of experiences from the display of smiles and eye contact, such as (1) in search of hospitable reception, (2) seeking information, (3) psychological certainty, (4) adapting the ground of relationship, (5) trustworthiness and (6) fostering rapport were occurred based on whether employees and guests increase and decrease the sense of enjoying and rejecting six dimensions of experiences in the determinations of favourable and unfavourable display of smiles and eye contact to each other. The study suggests that future research is needed to alleviate problems and ethical issues regarding employees' smiles and eye contact as an instrumentality during hospitality encounters in hotels.

The 3i of Brand (Brand Identity, Brand Integrity and Brand Image) in Developing Brand Loyalty for the Cosmetics Industry – An Exploratory Research by Looking at the View of the Students from a Case University

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

Practically, the purpose of this research study is to provide brand managers with the “3i” brand insights that have been empirically shown to be capable to predict and explain the variability of brand loyalty, so as to guide them in effective brand management, i.e. the use of positive POW seeding campaigns through maximizing the usage of the brand integrity contents and the loyal customer bases. Theoretically, the research objective is to study the ability of the “3i” (brand identity, brand integrity, and brand image) and its antecedents i.e. customer needs, product characteristics and promotional means, in explaining the variance of brand loyalty, which in a way implies a knowledge structure of the brand.

Job Demands and Resources as Antecedents of Employee Satisfaction, Loyalty and Performance: Case with the Construction Industry in Chiang Rai, Thailand

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

This research is aimed to study the structure of the antecedents to job satisfaction and its consequence described by employee loyalty and the perceived proximal and intermediate performance outcomes, in a regional construction industry context in Thailand. The data were collected from three construction companies in Chiang Rai, one of them the largest in the province, in order to represent the diversity of construction workers that cover the different kinds of job demand scenarios and possible job resources given. The statistical results indicate the validation of the JD-R (Job Demand-Resources) model in the study of job satisfaction, employee loyalty and the perceived performance of the workers. The role of the company and the relationships between colleagues are the two important job resources for construction activities, and pride in the job and decision-making autonomy are important personal resources. Job demands, represented by workload and work pressure, physical and emotional and mental demands, influence the workers’ perceptions of job and personal resources. A number of demographic variables that cause significant perceptions will also be discussed in this research.

Validating a Job Characteristics Model of Organizational Commitment and In-Role and Extra-Role Corporate Citizenship Behavior: A Case of Construction Material Company in Chiang Rai

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

Studying the Interrelationship Structure between Brand 3i (Brand Identity, Brand Integrity, and Brand Image) and Brand Trust and Attitude in Islamic Marketing Context: A Case with Rumah ZAKAT Indonesia

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

The purpose of this research is to study the interrelationship structure of the Brand “3i” (brand identity, brand integrity, and brand image) and brand trust and attitude so that it can provide a useful marketing management practice and model to guide marketing and business strategy development. This study presents the perceptions of the donors to serve the ZAKAT which is of the five holy pillars of the Islamic religion, which serves to function to bind together and strengthen the community by lending a compassionate hand to the needed. In particular the respondents were asked to address their ZAKAT duties and donations through the Rumah ZAKAT Indonesia (RZ), and questionnaire items were developed to describe the religion-driven brand characteristics of the brand RZ from the perceptions of the customers, in terms of brand identity, brand integrity, brand image and brand trust and attitude. The 3i is thus known as the Brand “3i” in this research. Very high R-squared results were shown, at the neighbourhood of 0.80, signifying the capability of the brand RZ to match with the Islamic Faith Strength (IFS) and Islamic Practice Strength (IPS).

An Adapted Theory of Planned Behavior for Studying Construction Contractor Services in Chiang Rai, Thailand

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

This research adapts the SERVQUAL (Service Quality) concept as the behavioral control construct in the Theory of Planned Behavior, in studying the behavioral intention and loyalty states of real estate investors who have used construction contractor services. Through the exploratory factor analysis, there are three factored dimensions for the behavioral intention construct, namely behavioral intention towards the external environment, towards technical quality, and towards the internal environment, which are shown to be influenced by both the tangible and the intangible attributes of the construction contractor’s service quality, as well the subjective norm and pricing. The behavioral intention, in particular the one towards the external environment and technical quality, together with pricing, are important determinants to explain the variance of the investor loyalty to engage in further contractor services.

Adapting the Triadic Reciprocal Determinism of Social Cognitive Theory to Study Student Performance: Comparative Study between Tutoring and Without It for Accounting Subjects at Mae Fah Luang University

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

The purpose of this research study is to validate the applicability of the triadic reciprocal determinism of Bandura’s (1997) social cognitive theory, through a questionnaire-based survey in a case university, in studying the university students’ performance and their self-efficacy attitudes towards the subjects of the study as a result of both personal disposition (characterized as intrinsic motivation in this research) and environmental influence (represented by the instructor’s service quality, both tutoring and normal classroom). Theoretically, this research reinforces the important role of the psychological field which states the social environment as perceived by the individual, manifested here through the quality services provided by both normal-class teachers and the tutoring teachers. In addition, the important role played by the service quality-driven environment stresses the practicality of social cognitive theory that concerns how the students make sense of the service providers and themselves. A valid 227 sample size was used for the statistical analysis. The research finding confirms the usefulness of the proposed theory, and the t-test shows that the tutored students do perceive lower levels of reliability and the assurance aspects of the teaching quality of the normal class which prompts them to engage in the tutoring.

Validating a Job Characteristics Model of Organizational Commitment and In-Role and Extra-Role Corporate Citizenship Behavior: A Case of Construction Material Company in Chiang Rai

Conference Paper

Full-text available

Jul 2015

Chai Ching Tan

The research objective is to provide empirical evidence to support the validity of the two-factor theory, through a single-case study, in understanding the psychological state and attitude of the employees, manifested through in-role and extra-role OCBs, and job satisfaction and organizational commitment, and to suggest a structural framework to embrace these variables holistically. Structurally, this research objective would lead to the empirical validation for a factor-attitude-effect framework to help the conclusion of this research. Practically, this research shows that organizations should actively pursue exploiting the state of employee commitment and job satisfaction to develop organizational citizenship behaviors (OCBs), as well as by incorporating OCBs as an explicit part of the employee’s job description. OCBs should be the HRD (Human Resource Development) targets by the organization, and be formally rewarded when exhibited. Managers and supervisors should be trained to observe in-role and extra-role OCBs in order to take advantage of OCBs to contribute to higher levels of organizational and task performance.

The Dualistic Model of Passion and the Service Quality of Five-Star Hotel Employees During the COVID-19 Pandemic

Article

May 2023
Int J Hospit Manag

Given the generally stressful job demands of the hospitality industry during the COVID-19 pandemic, understanding the work passion and emotions of hotel employees is particularly important. Based on the conservation of resources theory and the job demands-resources model, this study develops a multiple mediation model to investigate how frontline hotel employees with different types of work passion choose emotional labor strategies under the effects of the COVID-19 pandemic and the impact of different choices on their service quality. A two-stage survey using data from 206 frontline employees of five-star hotels in China explored how work passion influences emotional labor and thereby affects emotional expression as well as service quality. The results showed emotional labor partially mediates the relationship between work passion and emotional expression, which in turn mediates the relationship between emotional labor and service quality during the COVID-19 pandemic. The theoretical and practical implications of this study are discussed.

How Do Voice Characteristics Affect Tourism Interpretation Purchases? An Empirical Study Based on Voice Mining

Article

Full-text available

Jan 2023
J Trav Res

This study investigates how voice characteristics (i.e., speech rate, loudness, pitch) affect interpretation purchases in digital interpretation platforms through the lenses of signaling theory and nonverbal communication. Based on auditory and transactional data from a leading digital interpretation platform in China, this study uses voice mining techniques to extract voice characteristics and examine their effects on interpretation purchases. Findings demonstrate the significant positive effects of speech rate and the significant inverted U-effects of loudness and pitch on interpretation purchases. This study thus extends tourism interpretation research focused on traditional forms to digital interpretation platforms and provides empirical evidence that nonverbal signals (voice characteristics) matter in tourism interpretation purchases. Findings also offer practical implications for tourism interpretation innovation and platform operation.

Nonverbal communication in hotels as a medium of experience co-creation

Article

Jun 2021
TOURISM MANAGE

Although the Service-Dominant Logic literature hinted on the importance of nonverbal language for value co-creation, nonverbal communication as an experience co-creation component has not been explicitly addressed in either hospitality and tourism or general management context. Through the constructivist lens, this research focuses on kinesics, which is the most noticeable component of nonverbal communication, in hotels as a medium of experience co-creation in the guest-employee dyad. Four video-elicitation focus groups, with 12 hotel employees and 12 guests, found reciprocity (mutual recognition, insight exchange, expectation formation) and engagement (customized attention, relationship building, a sense of affinity) as two major dimensions of kinesic experience. Furthermore, employees' imperative and guests' complacent cues act as value triggers, contributing to experience co-creation between guests and employees. Based on empirical results and related literature, the framework of experience co-creation centred on kinesics is proposed; practical implications regarding frontline employees' nonverbal communication competencies are discussed.

GUESTS' PERCEPTIONS OF HOSPITALITY EMPLOYEES' NON-VERBAL BEHAVIOR: INSIGHTS FROM A RESTAURANT SECTOR

Conference Paper

Full-text available

Dec 2020

A qualitative approach is used to address the research objective, and 30-35 participants are recruited using a snowball sampling until data saturation is achieved. Participants are Hong Kong residents who visit restaurants of various types at least twice a week. Participants are asked to share their impressions on the recent restaurants visits, with the following prompts:(1) Please share a couple of memorable restaurant visits with us?(2) What made it so memorable?(3) What you have observed there, what you felt?(4) With what nonverbal cues you were comfortable/uncomfortable?(5) What cues are most memorable, why? All interviews are audiorecorded and transcribed verbatim. The first and second authors analyze the data independently and jointly following the “theoretical” thematic analysis procedure (Braun & Clarke, 2006) and as guided by the study’s framework of four types of non-verbal behavior.

The Impact of Human-Robot Collaboration Work Mode on Hotel Employees’ Work Well-Being

Article

Full-text available

Feb 2025

Recent developments have seen a significant increase in the deployment of service robots, which are increasingly replacing traditional manual labor in various sectors. In China, this has been exacerbated by the rapid development of artificial intelligence. Especially in the hotel industry, the integration of human-robot collaboration is becoming more prevalent to enhance productivity and elevate service quality. It evokes negative perceptions among hotel employees. This study aimed to explore how two types of work mode (human-robot vs. human-human) influence hotel employees’ work well-being. Study 1 was conducted with 106 juniors in a vocational college who were doing internships in a chain hotel in China. Study 2 was conducted by 342 frontline employees from six hotels in Chengdu, China. The results of one-way ANOVA revealed that human-robot collaboration is associated with lower well-being than human-human collaboration in juniors and experienced employees in two studies. Study 2 used AMOS 25.0 and SPSS Process version 22.0 to analyze workplace friendship and workplace loneliness mediate the relationship between work mode and work well-being. In addition, study 2 demonstrated that high quality employee-customer interaction weakens the relationship between workplace friendship and workplace loneliness. This paper not only enriches the literature on the negative impact of service robot utilization from the perspective of employees but also helps hotel managers better understand employees’ perceptions and improves their work well-being during employee-robot collaboration.

Innovative Visitor Attraction Products and Services in a Digital World and Tourists' Satisfaction in the Hospitality/Tourism Industry

Article

Full-text available

Jan 2024

Justina Nzei

Despite the abundance of technology in this current dispensation, there is still inadequate knowledge of certain visitor attraction products or services in the tourism industry which often results into low patronage owing to tourist dissatisfaction , and this therefore calls the attention of researchers. This study hereby examines the effect of implementing visitor attraction innovative products and services in a digitalized world to enhance tourist satisfaction in the hospitality and tourism industry. The dimensions of the predictor variable include; AI-Enhanced cultural tours, astute travel planning, eco-friendly experiences and virtual reality tours, while the outcome variable is tourist satisfaction. The objectives of this study are to determine the effect of AI-Enhanced cultural tours, astute travel planning, eco-friendly experiences and virtual reality tours on tourist satisfaction. To achieve these objectives, the researcher employed a descriptive cross-sectional approach, and regression model to test the research hypotheses. The statistical results revealed that AI-enhanced cultural tours and eco-friendly experiences has significant effect on tourist satisfaction; astute travel planning and virtual reality tours haveno significant effect on tourist satisfaction.Based on the findings of this study, the researcher recommended that both staff and guests/tourist in the tourism industry should be educated continuously using digital mechanism about the trending new products and services in the tourist industry just like other developed nations.

SONIA EL HAKIM TESIS DOCTORAL COMUNICACIÓN NO VERBAL ENCUENTRO SERVICIO

Thesis

Full-text available

Nov 2024

Sonia El Hakim López

¿Puede una simple acción no verbal cambiar las percepciones que el cliente tiene acerca del vendedor en un encuentro de servicio? En esta tesis hemos examinado, por primera vez en una muestra española y a través de tres estudios, cómo un leve toque del vendedor en el hombro o en el brazo del cliente y/o una sonrisa “Duchenne” del vendedor al cliente influyen en las evaluaciones que el cliente hace de la calidez y de la competencia del vendedor, utilizando para ello el Modelo de Contenido de Estereotipos (Fiske et al., 2002). En el primer estudio (con datos de 2018), estudiamos el efecto del leve toque y de la sonrisa del vendedor sobre las evaluaciones que el cliente hace de su calidez y su competencia, así como la interacción de la sonrisa sobre los efectos del leve toque del vendedor en las evaluaciones del cliente (estudiada por primera vez en un encuentro de servicio). En el segundo estudio, replicamos el primero, pero con datos tomados en 2022, para analizar el efecto pandemia. Y en el tercer estudio, con datos de 2023, estudiamos si el sexo del vendedor y del comprador modula el efecto del leve toque del vendedor en las evaluaciones que el cliente hace de su competencia y su calidez. Además, introducimos la extraversión de cliente (estudios 1 y 2) y el Confort con el Tacto Interpersonal del cliente (estudio 3) como variables moduladoras. Los resultados encontrados muestran que, tanto la sonrisa como el leve toque del vendedor tienen un efecto positivo sobre la evaluación que el cliente hace de su calidez, a lo largo de los 3 estudios. Cuando el vendedor, además, de tocar al cliente, le sonríe, el efecto positivo del tacto sobre la evaluación de la calidez del vendedor es menos intenso, tanto antes como después de la pandemia. En cuanto a la percepción de la competencia, la sonrisa “Duchenne” del vendedor también provoca un efecto positivo sobre el efecto que el tacto del vendedor en las percepciones del cliente, sin efecto pandemia. Sin embargo, el leve toque del vendedor sufre una evolución a lo largo de nuestros tres estudios en cuanto a su efecto sobre la evaluación de su competencia, pasando de ser positivo en 2018, a no ser significativo en 2022 y a tener un efecto negativo en 2023. Así mismo, la interacción de la sonrisa sobre el efecto que el tacto del vendedor tiene sobre la evaluación que el cliente hace de su calidez no es significativa, ni antes ni después de la pandemia. En cuanto a la modulación del sexo del vendedor y del comprador sobre el efecto del leve toque del vendedor en las evaluaciones de los clientes, encontramos que las evaluaciones de los clientes no están influidas por el sexo de los vendedores, sean hombres o mujeres; mientras que el sexo del comprador sí influye, siendo los compradores hombres los que mejor evalúan a los vendedores, en comparación con las clientes mujeres. Se discuten los resultados encontrados y se exponen las implicaciones gerenciales.

What is Unique in the Brains of Frontline Employees? A Structural Neuroimaging Study

Article

Full-text available

Aug 2023
J Trav Res

Picking up nuances of facial expression is a crucial part of frontline employee–guest interaction, yet little is known about its neurocognitive mechanism. We use a neuroimaging approach to explore the individual differences in cognitive processing style of front-of-house (FoH) employees by comparing their brain structures with those back-of-house (BoH). A voxel-based morphometry analysis of 63 senior hotel executives’ brain images reveals that the grey matter volume in the occipital and fusiform face areas of FoH employees is greater than that of BoH employees and does not depend on the length of frontline experience. These regions have been implicated in facial expression recognition that is critical to the success in frontline roles. Our findings support the social brain hypothesis. To support sophisticated social cognition, resources are diverted to brain development associated with facial expression recognition. This development trajectory follows deferred adaptation, rather than conditional adaptation, proposed in developmental evolutionary psychology.

Consumer intention to use service robots: a cognitive-affective- conative framework

Article

Jul 2023
Int J Contemp Hospit Manag

Purpose-Drawing on the cognitive-affective-conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses. Design/methodology/approach-A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses. Findings-The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers' positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers' negative affect, which in turn positively affects consumer acceptance intention. Practical implications-This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector. Originality/value-Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human-robot interactions.

Consumer resistance to service robots at the hotel front desk: A mixed-methods research

Article

Mar 2023

The diffusion of service robots, powered by artificial intelligence (AI) technology, at the hotel front desk is facing challenges. Drawing on innovation resistance literature, this study investigates consumer resistance to hotel front-desk service robots by developing a service robot resistance model. A mixed-methods design was used involving qualitative interviews and quantitative surveys. The results identified eight barriers to using service robots that can be categorised as functional, social interaction, and aesthetic barriers. Consumer resistance occurs in response to the risk of malfunction, complexity, usage barrier, lack of warmth, and unattractive appearance, whereas flexibility barrier, communication barrier and stiff kinesics have no statistically significant effect. This study contributes to innovation resistance research and provides guidance for the adoption and diffusion of service robots in the hospitality and tourism industry.

Ziyaretçi Deneyimleri Üzerine Nitel Bir Araştırma Göbekli Tepe Örneği

Article

Full-text available

Aug 2021

seçkin Eser

Ziyaretçi deneyimi müzelerin nasıl algılandığına göre değişiklik göstermektedir. Müze ziyaretleri sırasında algılanan olumlu/olumsuz unsurlar müze deneyimlerinin oluşmasında önemli görülmektedir. Araştırma, ziyaretçilerin müze deneyimini etkileyen olumlu/olumsuz unsurları belirlemek amacıyla gerçekleştirilmiştir. Bu kapsamda, Trip Advisor internet sitesinde Göbekli Tepe Açık Hava Müzesi ile ilgili yapılmış 2018- 2020 yılları arasındaki çevrimiçi yorumlar incelenmiştir. Katılımcıların müze deneyimine ilişkin değerlendirmelerin yer aldığı toplam 255 yorum içerik analizine tabi tutulmuştur. Analiz sonucunda elde edilen veriler MAXQDA programından yararlanılarak çözümlenmiştir. Araştırmanın sonucunda Göbekli Tepe Açık Hava Müzesi’nin ‘teknoloji kullanımı, eserler ve buluntular, koruma ve bakım, müze evi, alan içi ulaşım, müze kart’ olmak üzere toplam altı alt kategoride olumlu deneyime yönelik bulgular elde edilmiştir. Ziyaretçilerin müze deneyimini olumsuz etkileyen unsurlar ise ‘müze giriş ücreti, alan içi bilgilendirme, kazı ve ziyaret alanı, engellilere yönelik düzenlemeler, bilet gişesi, hediyelik eşya ve kafe’ olmak üzere altı alt kategoriyle açıklanmıştır. Araştırmadan elde edilen bulgular neticesinde ilgili kurum ve kuruluşlara çeşitli öneriler geliştirilmiştir.

Biometric Data Harvesting: Proposals on Remote Biometric Data Gathering and Measurements in Human Behaviours Scope

Conference Paper

Full-text available

Dec 2021

The inclusion of personal computers in daily life has led to the emergence of a new form of interaction called human computer interaction (HCI). Academic studies to understand human behavior with HCI are generally carried out with traditional data collection tools such as questionnaires, focus groups and interviews. However, the inconsistency between the attitudes and behaviors of the participants causes debates about the use of traditional methods in human behavior research. At this point, biometric data tools, which take their source from the real physiological reactions of humans, come to the fore with their reliability. In addition, the fact that many human behaviors occur at the unconscious level reveals the importance of biometric methods that can measure the unconscious psycho/physiological reactions of individuals. In this study, tools of "biometric data harvesting" technique, eye tracking, facial action coding system (FACS), galvanic skin response (GSR) and heart rate (HR), and biometric data harvesting are introduced. In addition, the use of these tools to detect human behavior in areas such as marketing, media and communication, and HCI is mentioned. Purpose of the study; It is to increase the awareness of the potential and usage areas of the tools of the "biometric data harvesting" technique and to make suggestions for future research. It is thought that remote biometric data harvesting will provide great convenience to cross cultural studies where participants from all over the world can be included cost-effectively. Eye tracking within the FACS technique provides an integrated method solution for web-based research. The combined use of GSR, HR and FACS techniques for biometric measurements and their support with traditional methods are also recommended for future studies. It has been suggested that studies can be conducted on biometric data harvesting for areas such as brand, usability, customer/user/consumer/player experience, e-sports. Keywords: Biometric Data Harvesting, HCI, Eye Tracking, GSR, FACS, Heart Rate, Remote Biometric Measurement, Human Behavior

The Relationship Between Cultural Intelligence (CQ), Spiritual Intelligence (SQ), and Interpersonal Communication Skills: The Case of Cultural Tour Guides

Article

Full-text available

Dec 2021

The present study aims to examine the relationship between spiritual intelligence (SQ) and cultural intelligence (CQ) and measure their impacts on interpersonal communication skills on cultural tour guides in a religious complex in Iran via structural equation modeling (SEM). The results of the survey show that there is a positive and significant relationship between SQ and CQ. Also, we found that CQ has a significant effect on interpersonal communication skills. The effect of SQ on communication skills was not supported in this study.

The Effect of Authenticity on Customers' Positive Emotions and Perceived Value in Korean Restaurants

Research

Sep 2018

Effects of Tourist-to-Tourist Interactions on Experience Cocreation: A Self-Determination Theory Perspective

Article

Full-text available

Jul 2021
J Trav Res

This study explored the tourism experience cocreation process from the tourist-to-tourist interaction (TTI) perspective using a mixed method approach. Two categories of TTIs (verbal and nonverbal TTIs) and the dimensions of verbal TTIs (tourism information sharing and self-disclosure) were first identified through a qualitative study. Afterwards, the mechanism of how TTIs can influence tourist engagement was empirically examined. The findings showed that each type of TTI had a significant positive impact on tourists’ sense of closeness. Both tourism information sharing and nonverbal TTIs were found to positively influence tourists’ sense of control. In addition, sense of closeness and sense of control were found to significantly enhance tourist engagement. Furthermore, nonverbal TTIs were found to moderate the mediation effect of sense of closeness in the relationship between tourism information sharing and tourist engagement.

Does Physical Apperance of Tourist Guides Affect Tourist' Satisfaction? & Çakıcı, A. C. (2021)

Article

Full-text available

Jun 2021

In tourist guidance service; appearance is quite as effective as several characteristics such as communication, grammar and fluency, knowledge, and courtesy. Physical appearance becomes important from the point of tourist guidance because it is possible to make judgments about what kind of person they are and even to classify them according to how they look. In this study, it was aimed to determine how domestic tourists perceived the physical appearance of tourist guides with whom they engaged most closely during their tour program and whether it had an influence on their satisfaction. Data were gathered through the administration of an online questionnaire during December 2019, which was developed based on literature. At the end of the period, 116 questionnaires in total were collected based on the convenience sampling. In the analyses, one-sample t-test, exploratory and confirmatory factor analyses, and structural modeling were used in addition to descriptive statistics. The findings showed that domestic tourists thought tourist guides acted in a good manner, they looked professional, they were pretty good-looking, and they had nice clothing. Furthermore, it was also determined that the perception of physical appearance influenced their satisfaction, as well. Therefore, the study concludes that tourist guides need to be well-groomed even though they prefer comfortable clothes because of the nature of their job.

Interactivity in online chat: Conversational cues and visual cues in the service recovery process

Article

Oct 2021
INT J INFORM MANAGE

Use of both verbal and nonverbal cues in computer-mediated communication can influence customers’ perceptions and their behavioral intentions. Drawing on the compensation effect theory, this study investigates how verbal and nonverbal cues used by customer service agents during online service recovery processes affect customers’ perceptions of service chat agents’ warmth and competence and their willingness to cooperate with a service agent to complete the service recovery process. A 2 (message interactivity cues: high vs. low) × 2 (visual cues: high vs. low) between-subjects experimental design is utilized to identify the main and interaction effects of verbal and visual nonverbal cues used in online communications on customers attitudes and behaviors. Results show that use of verbal cues leads to higher perception of a chat agent’s competence, but lower perception of a chat agent’s warmth while use of visual nonverbal cues results in higher warmth perceptions but lower competence perceptions. The interaction effect of verbal and visual nonverbal cues indicates that visual nonverbal cues have a compensatory effect on message interactivity and vice versa, such that customer-perceived warmth and competence are prone to trade-offs between verbal cues and visual nonverbal cues. Furthermore, perceived warmth and competence mediate the indirect effects of verbal and nonverbal cues on customers’ cooperation intentions. Theoretical and practical implications of use of verbal and nonverbal cues during online communications in service recovery processes are discussed.

Effect of cooking and food serving robot design images and information on consumer liking, willingness to try food, and emotional responses

Article

May 2025
FOOD RES INT

What is beautiful is not all good: a meta-analysis on the effects of physical attractiveness on service outcomes

Article

May 2025

Purpose This research employs meta-analytic procedures to investigate the effects of service providers’ physical attractiveness (PA) in service encounters. Given the inconsistencies among existing studies and the increasing push to adopt technologies like artificial intelligence to reduce the human bias towards attractive employees, this study seeks to provide a more comprehensive understanding of the “beauty premium” in service encounters. The goal is to determine the strength and generalizability of this effect across different service contexts. Design/methodology/approach We use meta-analytic synthesis to determine (1) how indicators of PA influence customers’ perceptions of a service provider’s PA and (2) how PA influences several service outcomes. We use meta-regression to determine how the effect of PA differs in different contexts. Finally, we use meta-analytic structural equation modeling to determine the mechanism(s) underlying PA effects in service encounters. Findings PA has a moderate overall effect on service outcomes. However, the effects range from slightly negative to moderately positive depending on the specific outcome, context and indicators used to measure PA. Several study-level variables explain the heterogeneity in effect sizes. Social perceptions mediate the effect of PA on key service outcomes. Originality/value This is the first study that synthesizes the literature on PA in service research. The quantitative approach allows for a generalizable estimation of the boundaries, processes and overall effects of service provider PA in service encounters.

Service Scenario Marketing Effectiveness Evaluation and Index System Construction Based on User Experience

Article

Jan 2025

畅周

Emotional Contagion Between Bloggers and Readers in the Age of Attention Economy

Article

Feb 2025
J Qual Assur Hospit Tourism

Impact of non-verbal communication on patient satisfaction in Indian hospitals

Article

Feb 2025

Purpose In a competitive environment, effective communication between doctors and patients is vital throughout their hospital experience. This study focuses on nonverbal communication in the Indian healthcare context to attain the following objectives: i) to examine the relationship between nonverbal communication cues (e.g. facial expressions, gestures, body language) and emotional response of patients in hospital settings; ii) to assess the impact of positive nonverbal communication on patients’ revisit intention to the same hospital; and iii) to identify specific nonverbal communication behaviors or cues that significantly contribute to positive patient experiences and satisfaction. Design/methodology/approach Data for this study was collected from patients who visited both government and private hospitals during their respective outpatient departments. The data was collected from a specific sample of 320 respondents using a simple random sampling technique; however, only 303 responses were used for the analysis, with the remaining responses excluded due to their incompleteness. In this study, multiple-item scales were used to assess each construct. The survey instrument used in this research was divided into four parts, with the Hospital Service Evaluation section specifically focusing on the nonverbal communication of employees, emotional responses and customer satisfaction. Findings Kinesics, paralanguage and physical appearance have statistically significant and positive relationships with positive emotion. Proxemics does not have a statistically significant relationship with positive emotion. None of the predictors (kinesics, proxemics, paralanguage and physical appearance) show statistically significant relationships with the dependent variable (negative emotion). Positive emotion has a statistically significant and strong positive relationship with customer satisfaction. Positive emotion has a substantial impact on customer satisfaction. There is no statistically significant relationship between negative emotion and customer satisfaction. There exists a weak influence of negative emotion on customer satisfaction. Research limitations/implications Hospitals should consider providing training programs for healthcare professionals to improve their nonverbal communication skills. This can be done by organizing workshops on body language, voice modulation and personal grooming, enabling staff to effectively convey empathy, warmth and professionalism to patients. To reduce the impact of negative emotions, hospitals should implement mechanisms for promptly addressing and resolving issues that can prevent negative experiences from affecting customer satisfaction. By implementing this, hospitals can effectively leverage nonverbal communication to enhance customer satisfaction and motivate patients to revisit the facility for their healthcare needs. Originality/value Originality report is based on turnitin software: 19% – Similarity Index; 15% – internet sources; 22% – publications; 16% – student papers. The similarity is mainly because of reference which is used to conduct this study. In this study, there are some words, such as kinesics, proxemics, paralanguage and physical presence, which are used many times in the study, so there is more similarity.

Can seeing the photos of patients' faces before burns affect nurses' quality of care?

Article

Feb 2025
BURNS

Unveiling the Impact of Interpersonal Interactions on Brand Love: Insights from a Dual-Path Framework

Article

Full-text available

Aug 2024

The question of how to build meaningful relationships between customers and service brands has received considerable attention. Yet the academic literature has largely focused on customer–employee (C-E) relationships; less is known about interactions between customers themselves, especially in shaping brand love. Building on social exchange theory and social identity theory, this study explores brand love formation through a dual-path framework: C-E interaction and customer–customer (C-C) interaction. Data from a sample of 311 respondents were processed using partial least squares structural equation modeling. This analysis, which centers on the theme park context, specifies the underlying mechanisms of C-E and C-C interaction paths that lead to brand love. This study explores both C-E and C-C interactions simultaneously and enlarges the body of knowledge on customer experience management. The findings also provide implications for tourism organizations and destinations.

Artificial Intelligence-Based System for Gaze-Based Communication

Book

Full-text available

Apr 2024

This book focuses on the artificial neural network-based system for gaze-based communication. It covers the feasible and practical collaboration of human-computer interaction (HCI) in which a user can intuitively express tasks using gaze-based communication. It will target the vast applications of gaze-based communication using computer vision, image processing, and artificial intelligence. Artificial Intelligence-Based System for Gaze-Based Communication introduces a novel method to recognize the implicit intention of users by using nonverbal communication in combination with computer vision technologies. A novel HCI framework is developed to enable implicit and intuitive gaze-based intention communications. This framework allows the users to intuitively express their intention using natural gaze cues. The book also focuses on robot caregiving technology, which can understand the user’s intentions using minimal interactions with the user. The authors examine gaze-based tracking applications for the assisted living of elderly people. The book examines detailed applications of eye-gaze communication for real-life problems. It also examines the advantages that most people can handle gaze-based communications because it requires very little effort, and most of the elderly and impaired can retain visual capability. This book is ideally designed for students, researchers, academicians, and professionals interested in exploring and implementing gaze-based communication strategies and those working in the field of computer vision and image processing. Table of Content 1. Introduction to Gaze-based Communication. 2. Assistive Technologies to Implicit Intention Communication Through Visual Behaviour for Daily Living Activities. 3. An Integrated System for Improved Implicit Intention Communication for Older People on Daily Living Activities. 4. The Artificial Neural Network Approached Gaze-based Implicit Intention Communication. 5. Gaze-based Tracking Applications for the Assisted Living of Elderly People. 6. The Challenges of Identifying Daily Living Activities Through Visual Behaviour.

TUR REHBERLERİNİN BEDEN DİLİ VE TURİST DENEYİMİNE ETKİSİ

Thesis

Full-text available

May 2018

Engendering prosociality through tourist-to-tourist interaction in religious tourism: an existential transformative perspective

Article

Nov 2023

The effect of tourist-to-tourist interaction on tourists' behavior: The mediating effects of positive emotions and memorable tourism experiences

Article

Jun 2023

The Relationship and Comparison between Managers Communication Skills and Customer Life-Cycle in public and Private Sports Facilities

Article

Full-text available

Aug 2022

3 1. ‫اﯾﺮان‬ ‫ﺗﻬﺮان،‬ ‫ﺗﻬﺮان،‬ ‫ﺸﮕﺎه‬ ‫داﻧ‬ ‫ﺑﺪﻧﯽ،‬ ‫ﺗﺮﺑﯿﺖ‬ ‫ﮑﺪة‬ ‫ﺸ‬ ‫داﻧ‬ ‫ورزﺷﯽ،‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ارﺷﺪ‬ ‫ﮐﺎرﺷﻨﺎﺳﯽ‬ 2 ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﮔﺮوه‬ ‫اﺳﺘﺎد،‬. ‫ﺗﺮﺑﯿﺖ‬ ‫ﮑﺪة‬ ‫ﺸ‬ ‫داﻧ‬ ‫ورزﺷﯽ،‬ ‫اﯾﺮان‬ ‫ﺗﻬﺮان،‬ ‫ﺗﻬﺮان،‬ ‫ﺸﮕﺎه‬ ‫داﻧ‬ ‫ﺑﺪﻧﯽ،‬ 3 ‫ﺗﺮﺑﯿﺖ‬ ‫ﮑﺪة‬ ‫ﺸ‬ ‫داﻧ‬ ‫ورزﺷﯽ،‬ ‫ﻣﺪﯾﺮﯾﺖ‬ ‫ﮔﺮوه‬ ‫اﺳﺘﺎدﯾﺎر،‬. ‫اﯾﺮان‬ ‫ﺗﻬﺮان،‬ ‫ﺗﻬﺮان،‬ ‫ﺸﮕﺎه‬ ‫داﻧ‬ ‫ﺑﺪﻧﯽ،‬ ‫ﭼﮑﯿﺪه‬ ‫ﻣﻬﻢ‬ ‫از‬ ‫ﻣﺸﺘﺮﯾﺎن‬ ‫وﻓﺎداري‬ ‫و‬ ‫رﺿﺎﯾﺖ‬ ‫ﺑﻪ‬ ‫ﺗﻮﺟﻪ‬ ‫اﻣﺮوزه‬ ‫ﮐﺴﺐ‬ ‫ﺻﺎﺣﺒﺎن‬ ‫ﺗﻮﺳﻌﮥ‬ ‫و‬ ‫رﺷﺪ‬ ‫ﻋﻮاﻣﻞ‬ ‫ﺗﺮﯾﻦ‬ ‫وﮐﺎرﻫ‬ ‫ﺎﺳﺖ‬ ‫ﻣﯿﺎن‬ ‫اﯾﻦ‬ ‫در‬ ‫ﮐﻪ‬ ‫اراﺋﻪ‬ ‫ﻓﺮد‬ ‫ﺑﯿﻦ‬ ‫ﺧﺪﻣﺎﺗﯽ‬ ‫ﺑﺎزارﯾﺎﺑﯽ‬ ‫اﻣﻮر‬ ‫در‬ ‫اﻧﺴﺎﻧﯽ‬ ‫ارﺗﺒﺎﻃﺎت‬ ‫ﺑﻪ‬ ‫ﺗﻮﺟﻪ‬ ‫ﻟﺰوم‬ ‫ﻫﺪف‬ ‫دارد.‬ ‫ﻓﺮاواﻧﯽ‬ ‫اﻫﻤﯿﺖ‬ ‫ﻣﺸﺘﺮﯾﺎن‬ ‫و‬ ‫ﺧﺪﻣﺎت‬ ‫ﮐﻨﻨﺪة‬ ‫ﻣﻬﺎرت‬ ‫ﻣﻘﺎﯾﺴﮥ‬ ‫و‬ ‫راﺑﻄﻪ‬ ‫ﺑﺮرﺳﯽ‬ ‫ﺣﺎﺿﺮ‬ ‫ﭘﮋوﻫﺶ‬ ‫و‬ ‫ﺧﺼﻮﺻﯽ‬ ‫ورزﺷﯽ‬ ‫اﻣﺎﮐﻦ‬ ‫در‬ ‫ﻣﺸﺘﺮي‬ ‫ﻋﻤﺮ‬ ‫ﭼﺮﺧﮥ‬ ‫و‬ ‫ﻣﺪﯾﺮان‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬ ‫ﺑﻮد.‬ ‫دوﻟﺘﯽ‬ ‫ﻫﺪف‬ ‫ﻟﺤﺎظ‬ ‫از‬ ‫ﭘﮋوﻫﺶ‬ ‫ﺟﺎﻣﻌﮥ‬ ‫ﺑﻮد.‬ ‫ﻫﻤﺒﺴﺘﮕﯽ‬ ‫ﻧﻮع‬ ‫از‬ ‫و‬ ‫ﭘﯿﻤﺎﯾﺸﯽ‬ ‫ﺗﻮﺻﯿﻔﯽ‬ ‫روش‬ ‫ﺑﺮاﺳﺎس‬ ‫ﮐﺎرﺑﺮدي،‬ ‫آ‬ ‫ﺗﻤﺎﻣﯽ‬ ‫ﻣﺎري‬ ‫ﺑﻪ‬ ‫ﮐﻪ‬ ‫ﺑﻮدﻧﺪ،‬ ‫اﻟﺒﺮز‬ ‫اﺳﺘﺎن‬ ‫دوﻟﺘﯽ‬ ‫و‬ ‫ﺧﺼﻮﺻﯽ‬ ‫ورزﺷﯽ‬ ‫اﻣﺎﮐﻦ‬ ‫ﻣﺸﺘﺮﯾﺎن‬ ‫آﻣﺎري‬ ‫ﺟﺎﻣﻌﮥ‬ ‫ﺑﻮدن‬ ‫ﻧﺎﻣﺤﺪود‬ ‫دﻟﯿﻞ‬ 390 ‫ﻧ‬ ‫اﺳﺘﻔﺎده‬ ‫ﺑﺎ‬ ‫ﻔﺮ‬ ‫ﻧﻤﻮﻧﻪ‬ ‫روش‬ ‫از‬ ‫ﺧﻮﺷﻪ‬ ‫ﮔﯿﺮي‬ ‫ﺑﻪ‬ ‫دﺳﺘﺮس‬ ‫در‬ ‫و‬ ‫اي‬ ‫ﺷﺪﻧﺪ.‬ ‫اﻧﺘﺨﺎب‬ ‫ﻧﻤﻮﻧﻪ‬ ‫ﻋﻨﻮان‬ ‫ﭘﮋ‬ ‫اﺑﺰار‬ ‫ﭘﺮ‬ ‫ﺷﺎﻣﻞ‬ ‫وﻫﺶ‬ ‫ﻣﻬﺎرت‬ ‫ﺳﺸﻨﺎﻣﮥ‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬) ‫وﮐﯿﻠﯽ‬ 1391) ‫ﻟﯽ‬ ‫و‬ ‫واو‬ ‫ﻣﺸﺘﺮي‬ ‫ﻋﻤﺮ‬ ‫ﭼﺮﺧﮥ‬ ‫و‬ (2011 ‫ﺗﺠﺰﯾﻪ‬ ‫در‬ ‫ﺑﻮد.‬ (‫وﺗﺤﻠﯿﻞ‬ ‫اﺳﺘﻨﺒﺎﻃ‬ ‫ﯾﺎﻓﺘﻪ‬ ‫ﯽ‬ ‫ﺑﻪ‬ ‫ﻫﺎ‬ ‫ﺑﻮدن‬ ‫ﻃﺒﯿﻌﯽ‬ ‫دﻟﯿﻞ‬ ‫داده‬ ‫آزﻣﻮن‬ ‫از‬ ‫ﻫﺎ‬ ‫ﻫﻤﺒﺴ‬ ‫ﺿﺮﯾﺐ‬ ‫ﻫﺎي‬ ‫از‬ ‫دوﻟﺘﯽ‬ ‫و‬ ‫ﺧﺼﻮﺻﯽ‬ ‫ﮔﺮوه‬ ‫دو‬ ‫ﺑﯿﻦ‬ ‫ﻣﻘﺎﯾﺴﮥ‬ ‫ﺑﺮاي‬ ‫ﻫﻤﭽﻨﯿﻦ‬ ‫و‬ ‫ﭘﯿﺮﺳﻮن‬ ‫ﺘﮕﯽ‬ ‫آزﻣﻮن‬ t ‫دو‬ ‫ﻧﻤﻮﻧ‬ ‫ﮥ‬ ‫ﻣﺴﺘﻘﻞ‬ ‫اﺳ‬ ‫ﻣﻬﺎرت‬ ‫اﺑﻌﺎد‬ ‫ﺗﻤﺎﻣﯽ‬ ‫ﻣﯿﺎن‬ ‫ﮐﻪ‬ ‫داد‬ ‫ﻧﺸﺎن‬ ‫ﻧﺘﺎﯾﺞ‬ ‫ﺷﺪ.‬ ‫ﺘﻔﺎده‬ ‫راﺑﻄﮥ‬ ‫ﻣﺸﺘﺮي‬ ‫ﻋﻤﺮ‬ ‫ﭼﺮﺧﮥ‬ ‫ﺑﺎ‬ ‫ﻣﺪﯾﺮان‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬ ‫ﻣﻌﻨﺎ‬ ‫آزﻣﻮن‬ ‫ﻧﺘﺎﯾﺞ‬ ‫ﻫﻤﭽﻨﯿﻦ‬ ‫دارد،‬ ‫وﺟﻮد‬ ‫ﻣﺜﺒﺖ‬ ‫دار‬ t ‫داد‬ ‫ﻧﺸﺎن‬ ‫ﻣﻬﺎرت‬ ‫اﺑﻌﺎد‬ ‫ﺗﻤﺎم‬ ‫در‬ ‫ﮐﻪ‬ ‫در‬ ‫ﻣﺸﺘﺮي‬ ‫ﻋﻤﺮ‬ ‫ﭼﺮﺧﮥ‬ ‫و‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬ ‫ﻧﺘﯿﺠﻪ‬ ‫در‬ ‫ﻧﺒﻮدﻧﺪ،‬ ‫ﺑﺮاﺑﺮ‬ ‫دوﻟﺘﯽ‬ ‫و‬ ‫ﺧﺼﻮﺻﯽ‬ ‫ورزﺷﯽ‬ ‫اﻣﺎﮐﻦ‬ ‫ﺑﯿﻦ‬ ‫ﻣﯽ‬ ‫ﭘﯿﺸﻨﻬﺎد‬ ‫ورزﺷﯽ‬ ‫اﻣﺎﮐﻦ‬ ‫ﻣﺪﯾﺮان‬ ‫ﺑﻪ‬ ‫ﺑﻪ‬ ‫ﺷﻮد‬ ‫اﻓﺰاﯾﺶ‬ ‫ﻣﻨﻈﻮر‬ ‫وﯾﮋه‬ ‫ﺗﻮﺟﻪ‬ ‫ﻣﺸﺘﺮﯾﺎن‬ ‫ﻋﻤﺮ‬ ‫ﭼﺮﺧﮥ‬ ‫ﻣﻬﺎرت‬ ‫ﺑﻪ‬ ‫اي‬ ‫دارﻧﺪ.‬ ‫ﻣﺒﺬول‬ ‫ﺧﻮد‬ ‫ارﺗﺒﺎﻃﯽ‬ ‫ﻫﺎي‬ ‫واژه‬ ‫ﻫﺎ‬ ‫ي‬ ‫ﮐﻠ‬ ‫ﯿ‬ ‫ﺪ‬ ‫ي‬ ‫ﻋﻤﺮ،‬ ‫ﭼﺮﺧﮥ‬ ‫ورزﺷﯽ،‬ ‫اﻣﺎﮐﻦ‬ ‫ﻣﺪ‬ ‫ﯾ‬ ‫ﺮان‬ ‫ﻣﻬﺎرت‬ ‫ﻣﺸﺘﺮي،‬ ، ‫ارﺗﺒﺎﻃﯽ.‬ ‫ﻫﺎي‬ * ‫ﻧﻮ‬ : ‫ﺗﻠﻔﻦ‬ : ‫ﻣﺴﺌﻮل‬ ‫ﯾﺴﻨﺪة‬ 09109733073 afsharnoriravesh@ut.ac.ir Email:

Effects of the in-store crowd and employee perceptions on intentions to revisit and word-of-mouth via transactional satisfaction: A SOR approach

Article

Sep 2022
J Retailing Consum Serv

This study investigates the relationship between in-store social atmospherics (crowd and employees), satisfaction, and intention to revisit the store and word-of-mouth. We propose a conceptual framework based on the SOR model, considering crowd and employees as the stimuli, satisfaction as the internal response, and intention to revisit and word-of-mouth as the response. We conducted a quantitative study and surveyed 422 Abercrombie & Fitch store customers, and we used a regression method. The results show that social atmospherics positively impacts satisfaction, relational variables and satisfaction mediating effects. Our contribution is to confirm the relevance of the SOR, the positive relationships between store employees and crowd on satisfaction, and between satisfaction and intention to revisit, word-of-mouth, and the mediating role of satisfaction.

Connected Mental Health Solutions: Global Attitudes, Preferences, and Concerns

Article

Jun 2022
TELEMED J E-HEALTH

Background: Connected mental health (CMH) presents several technology-based solutions, which can help overcome many mental care delivery barriers. However, attitudes toward the use of CMH are diverse and differ from a cohort to another. Objective: The purpose of this study is to investigate the global attitudes toward CMH use and assess the use of technology for mental care. Methods: This study presents a synthesis of literature available in Scopus, Science Direct, and PubMed digital libraries, investigating attitudes toward CMH in different cohorts from different countries, based on a systematic review of relevant publications. This study also analyzes technology use patterns of the cohorts investigated, the reported preferred criteria that should be considered in CMH, and issues and concerns regarding CMH use. Results: One hundred and one publications were selected and analyzed. These publications were originated from different countries, with the majority (n = 23) being conducted in Australia. These studies reported positive attitudes of investigated cohorts toward CMH use and high technology use and ownership. Several preferred criteria were reported, mainly revolving around providing blended care functionalities, educational content, and mental health professionals (MHPs) support. Whereas concerns and issues related to CMH use addressed technical problems related to access to technology and to CMH solutions, the digital divide, lack of knowledge and use of CMH, and general reservations to use CMH. Concerns related to institutional and work barriers were also identified. Conclusions: Attitudes toward CMH show promising results from users and MHP views. However, factors such as providing blended care options and considering technical concerns should be taken into consideration for the successful adoption of CMH.

Bed and Breakfast (B&B) social servicescape and customer satisfaction: Positive emotion mediation and sex moderation

Article

Mar 2022

We investigated the influence of bed and breakfast (B&B) social servicescape on customer satisfaction, as well as the mediating effect of customer positive emotion and the moderating role of sex. Participants were a convenience sample of 305 B&B customers from the Yangshuo, Guangxi Province, and Phoenix Ancient Town, Hunan province, China (female = 45.5%; mean age = 30.9 years, SD = 8.7 years). Following a simple mediation analysis, the findings revealed that customers’ positive emotion significantly mediated the relationship between B&B social servicescape and customer satisfaction. Additionally, the impact of social servicescape on customers’ positive emotion was moderated by sex, with female customers expressing higher regard for affect laden servicescape qualities. These findings suggest a need for B&B providers to build sex-sensitive provisions into their servicescape for positive experiences.

An Analysis of the Implementation of Electronic Customer Relationship Management (E-CRM) Towards Customer Loyalty

Conference Paper

Full-text available

Jan 2021

Graha Noviana

Dining with distance during the pandemic: an enquiry from the theory of proxemics and social exchange

Article

Jun 2021

Building on proxemics theory and social exchange theory, this study investigated how different levels of psychological social distancing, protective wears, and social interactions influence customers’ perceived risk, social exchange with service employees and their intention to avoid dining in restaurants under the ‘new normal’ of COVID-19. Using an experimental design with a total of 404 participants in US, this study shows that regardless of social distancing measures, both protective wear and social interaction levels can significantly influence customers’ risk perception and social exchange quality. The study contributes to the tourism and hospitality literature by providing a timely understanding of customers’ psychological perceptions, and responses of dining in restaurants during this difficult transition time. More importantly, this study adds hard empirical evidence to the current debate of restaurant re-open measures beyond widely circulating opinion pieces.

Face mask effects during COVID-19: perspectives of managers, practitioners and customers in the hotel industry

Article

Full-text available

Apr 2021

Purpose The novel coronavirus (COVID-19) has completely changed the landscape of the hospitality industry. The World Health Organization does not officially recommend wearing face masks in the workplace. Wearing face masks is controversial worldwide, however it has been widely adopted in Hong Kong society. Hospitality practitioners have worn face masks to work and serve customers for almost a year long, matching the duration of the COVID-19 pandemic. This paper proposes a conceptual model of face mask effects and also discusses and evaluates the effects of wearing face masks during the pandemic. Design/methodology/approach A convenience sampling method is employed to investigate hospitality operators using in-depth and focus group interviews with managers, front-line staff and customers. Findings The perspectives of both hospitality practitioners and customers are included in this study. The concepts of (1) invisible care, (2) sense of safety and (3) service trust have been introduced in this study. These provide valuable insights for the service industry when facing a large-scale health crisis, now and in the future. Research limitations/implications This paper analyzes interview data collected from 35 respondents – 14 managers, 6 practitioners and 15 customers – in order to understand the critical effects of wearing face masks during the pandemic and the perspectives of both hospitality practitioners and customers. Practical implications For the hospitality industry, wearing face mask in service has already become a “new normal”, face mask effects might create an impact on service design, service delivery and service quality. Originality/value The findings show that wearing face masks turns hygiene and safety into a form of invisible care in the Asian hospitality industry. Practitioners' perspective regarding the necessity of a smile is less important to Asian customers, showing a discrepancy between the two parties. Customers do not believe that service quality has dropped due to the wearing of masks, but that the level of hygiene has risen. Unlike customers, practitioners are more concerned about not providing good quality service. However, the interview data show that respondents generally agree that mask wearing is a gesture and symbol for the hospitality industry to make tangible a new form of caring, professionalism, safety concern and communication.

ANALYSIS OF THE EFFECT OF NON VERBAL COMMUNICATION ON CUSTOMER LOYALTY THROUGH EMOTIONAL RESPONSE AND CUSTOMER SATISFACTION ON GRAPARI VISITORS IN SURABAYA.

Article

Full-text available

Feb 2021

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

Article

Full-text available

Jan 1985
J MARKETING

This article proposes that the dyadic interaction between a service provider and a customer is an important determinant of the customer's global satisfaction with the service. Based on role theory, a theoretical framework is presented which abstracts some of the critical components of service encounters across industries.

Structural Equation Modeling in Practice: A Review of Recommended Two-Step Approach

Article

Full-text available

May 1988

In this article, we provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development. We present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests. We discuss the comparative advantages of this approach over a one-step approach. Considerations in specification, assessment of fit, and respecification of measurement models using confirmatory factor analysis are reviewed. As background to the two-step approach, the distinction between exploratory and confirmatory analysis, the distinction between complementary approaches for theory testing versus predictive application, and some developments in estimation methods also are discussed.

Individual Differences and Changes in Nonverbal Behavior

Article

Full-text available

Oct 1994

Investigations of deceptive communication have examined a number of nonverbal behaviors as potential correlates of deception; however, reviews of this literature reveal only a handful of behaviors that consistently distinguish deceptive messages from truthful ones. Procedural limitations apparent in some of these studies and an underspecification of individual and discursive factors that affect the production of nonverbal behavior were offered as potential explanations for these findings. The present study sought to reduce the procedural limitations of some prior studies and employed time series analysis to model individual and discursive influences on the response latencies of deceivers and truthtellers. A decay impulse model provided a good description of the data. This model reflects a decaying series of momentary increases (spikes) in the response latency series that were associated with an interviewer's critical questions, and the size of these spikes decreased with each successive critical question. Message veracity and self-monitoring were two variables that combined to affect the fit of the decay impulse model. Implications of these findings are discussed along with suggestions for future research.

Nonverbal Behaviors, Persuasion, and Credibility

Article

Full-text available

Sep 1990
HUM COMMUN RES

This study examined the relationships among nonverbal behaviors, dimensions of source credibility, and speaker persuasiveness in a public speaking context. Relevant nonverbal literature was organized according to a Brunswikian lens model. Nonverbal behavioral composites, grouped according to their likely proximal percepts, were hypothesized to significantly affect both credibility and persuasiveness. A sample of 60 speakers gave videotaped speeches that were judged on credibility and persuasiveness by classmates. Pairs of trained raters coded 22 vocalic, kinesic, and proxemic nonverbal behaviors evidenced in the tapes. Results confirmed numerous associations between nonverbal behaviors and attributions of credibility and persuasiveness. Greater perceived competence and composure were associated with greater vocal and facial pleasantness, with greater facial expressiveness contributing to competence perceptions. Greater sociability was associated with more kinesic/proxemic immediacy, dominance, and relaxation and with vocal pleasantness. Most of these same cues also enhanced character judgments. No cues were related to dynamism judgments. Greater perceived persuasiveness correlated with greater vocal pleasantness (especially fluency and pitch variety), kinesic/proxemic immediacy, facial expressiveness, and kinesic relaxation (especially high random movement but little tension). All five dimensions of credibility related to persuasiveness. Advantages of analyzing nonverbal cues according to proximal percepts are discussed.

Individual differences in emotional contagion of salespersons: Its effect on performance and burnout

Article

Full-text available

Sep 1997
PSYCHOL MARKET

Willem J.M.I. Verbeke

This article explores the emotional contagion hypothesis, proposed by Hatfield, Cacioppo, and Rapson (1994), in a sales context. Specifically, the emotional contagion hypothesis explains how the emotions of two people (e.g., salesperson and customer) during a conversation are transmitted from one to the other via facial cues, and that these emotions affect the outcome of that interaction. The emotional contagion hypothesis implies that there are definitive individual differences concerning whether someone is either sensitive to emotions from others or able to transmit his or her emotions onto others. This study explores whether these individual differences are assets or liabilities over the long term for salespersons in a sales organization. The data in this study show that a salesperson's ability to infect others with his or her emotions is an asset (because it can lead to higher performance). In addition, being sensitive to the emotions of others is an asset (it can also lead to better performance); at the same time it is a liability (because of the higher risk of burnout). This study further explores how emotionally sensitive salespersons develop burnout as a consequence of role stress, which then affects their performance. © 1997 John Wiley & Sons, Inc.

Going to Extremes: Managing Service Encounters and Assessing Provider Performance

Article

Full-text available

Apr 1995
J MARKETING

The authors advance a framework for analysis and comparison of service encounters using three neglected dimensions-duration, affective content, and spatial proximity. They focus on service encounters that fall at the extreme of these three dimensions, termed extended, affectively charged, intimate (EAI) encounters. Employing qualitative and quantitative data, they develop measures of service provider performance and test a structural model of the relationships among service provider performance, affective response and service satisfaction for EAI encounters.

Service encounter dimensions - A dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel

Article

Full-text available

Mar 1997
INT J SERV IND MANAG

Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service encounter that are relevant for assessing service quality. A dyadic face-to-face survey undertaken in local branches of the ANPE Agency (the French National Agency for Employment) studies the perceptions of both personnel and customers. Using exploratory and confirmatory factor analyses, proposes a scale measuring the dimensions of service encounter.

Attributes of the Newscaster's Voice as Predictors of His Credibility

Article

Full-text available

Jun 1978

Judee Kathelene Burgoon

Reports results of a study in which the investigator attempted to identify dimensions of perceived vocal attributes, assess the specific effects of perceived vocal attributes on credibility evaluations, and compare attributes and dimensions of attributes on their contributions to variance in credibility judgments. (GW)

Phenomenology, Behaviors, and Goals Differentiate Discrete Emotions

Article

Full-text available

Aug 1994

Prior research has typically attempted to distinguish one emotion from another by identifying distinctive expressions, physiology, and subjective qualities. Recent theories claim emotions can also be differentiated by distinctive action tendencies, actions, and motivational goals. To test hypotheses from both older and more recent theories, 100 Ss were asked to recall experiences of particular negative emotions and answer questions concerning what they felt, thought, felt like doing, actually did, and wanted. Results support hypotheses specifying characteristic responses for fear, sadness, distress, frustration, disgust, dislike, anger, regret, guilt, and shame. The findings indicate that discrete emotions have distinctive goals and action tendencies, as well as thoughts and feelings. In addition, they provide empirical support for hypothesized emotion states that have received insufficient attention from researchers. (PsycINFO Database Record (c) 2012 APA, all rights reserved)

Significance Tests and Goodness-of-Fit in Analysis of Covariance Structures

Article

Full-text available

Nov 1980

Factor analysis, path analysis, structural equation modeling, and related multivariate statistical methods are based on maximum likelihood or generalized least squares estimation developed for covariance structure models (CSMs). Large-sample theory provides a chi-square goodness-of-fit test for comparing a model (M) against a general alternative M based on correlated variables. It is suggested that this comparison is insufficient for M evaluation. A general null M based on modified independence among variables is proposed as an additional reference point for the statistical and scientific evaluation of CSMs. Use of the null M in the context of a procedure that sequentially evaluates the statistical necessity of various sets of parameters places statistical methods in covariance structure analysis into a more complete framework. The concepts of ideal Ms and pseudo chi-square tests are introduced, and their roles in hypothesis testing are developed. The importance of supplementing statistical evaluation with incremental fit indices associated with the comparison of hierarchical Ms is also emphasized. Normed and nonnormed fit indices are developed and illustrated. (43 ref) (PsycINFO Database Record (c) 2012 APA, all rights reserved)

Service with a Smile: Emotional Contagion in the Service Encounter

Article

Full-text available

Oct 2001

S. Douglas Pugh

This study focuses on the antecedents and consequences of displayed emotion in organizations. I propose that customers "catch" the affect of employees through emotional contagion processes. Results indicate that the display of positive emotion by employees is positively related to customers' positive affect following service encounters and to their evaluations of service quality. In a replication and extension of prior research, transaction busyness and employee emotional expressiveness are shown to predict displays of emotion by employees.

Store atmosphere and purchasing behavior

Article

Full-text available

Nov 1994
J RETAILING

This study extends the Donovan and Rossiter (1982) study which introduced the Mehrabian-Russell (M-R) environmental psychology model into the store atmosphere literature. Donovan and Rossiter's study was exploratory in that student subjects were used and intentions rather than shopping behavior were measured. The present study uses a broader sample of shoppers, measures emotions during the shopping experience rather than before or after, and records the effects on actual shopping behavior. The 1982 study found that experienced pleasantness of the in-store environment was a significant predictor of willingness to spend time in the store and intentions to spend more money than originally planned. This finding was extended behaviorally in the new study: pleasure, as rated five minutes into the shopping duration was a significant predictor of extra time spent in the store and actual incremental spending. Arousal was found to vary in its effects across the two studies and bears further investigation. The effects of the emotional factors of pleasure and arousal were shown to be additional to cognitive factors such as variety and quality of merchandise, price specialing and value for money. The practical significance for retailers is that emotional responses induced by the store environment can affect the time and money that consumers spend in the store.

Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services

Article

Full-text available

Apr 2004
J BUS RES

Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of emotions on satisfaction and subsequent customer behaviors? There are essentially two approaches: the valence-based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. Dissatisfaction and the specific emotions disappointment and regret were assessed and their influence on customers' behavioral responses (complaining, switching, word-of-mouth, and customer inertia) was examined, using a sample of over 900 customers. It was found that emotions have a direct impact on behavior, over and above the effects of dissatisfaction. Hence, the authors argue against incorporating emotions such as regret and disappointment into a general (dis)satisfaction measure (i.e., the valence-based approach), and in favor of a specific emotions approach to customer dissatisfaction. Implications for services marketing practice and theory are discussed.

Effect of the verbal and non-verbal communication of salespersons in service encounter on customers' emotion and behavioral intension

Article

Jan 2007

S.H. Kim

Taking cues from body language

Article

Jan 1989
Manag Rev

Effects of feedback on verbal and nonverbal courtesy in an bank seeting

Article

Jan 1987

D. Elizur

Post-consumption emotions: Exploring their emergence and determinants

Article

Jan 1991

Emotional contagion: Behavioral induction in individuals and groups

Article

Jan 1990

G. Schoenewolf

Dress and behavior of customer contact employees: A framework for analysis

Article

Jan 1993

A. Rafaeli

Structural equation modeling in practice: A review and recommended two-step approach.

Article

Jan 1988

The Psychology of Interpersonal Behavior.

Article

Feb 1968

The Role of Non-verbal Communication in Service Encounters: A Conceptual Framework

Article

Feb 2001

This paper presents a synthesis of the work in the psychology and anthropology disciplines concerning nonverbal behaviour and applies this knowledge to the understanding and management of service encounters. As face to face service encounters are primarily social occasions when the rules and norms of social interaction apply, then an understanding of the way that consumers interpret non-verbal interaction is crucial to an understanding of how service encounters are managed and evaluated. The paper considers a number of aspects of service delivery that impact on the interpretation of nonverbal cues and the participant characteristics that effect this interpretation. Finally the paper provides a number of suggestions for the management of encounters, selection and training of employees and further research into this area.

Research Methods For Managers

Article

Jan 1991

Product/consumption-based a ective responses and post-purchase processes

Article

Jan 1987

Robert A. Westbrook

Effects of perceived physical attractiveness on females' facial displays and affect

Article

Jan 2000
EVOL HUM BEHAV

This study used facial electromyographic (EMG) techniques to investigate the effects of perceived physical attractiveness of a target on female viewers' facial muscle activity and self-reported emotion. Female subjects viewed slides of adult males and females that varied in attractiveness. When these female subjects viewed same-sex stimuli, the highly attractive targets evoked greater mean corrugator muscle (brow lowering muscle) EMG and greater reported arousal than the less attractive targets, while reported pleasure was not affected by perceptions of same-sex-stimulus attractiveness. When the female subjects viewed males, ratings of felt pleasure, arousal, and to a lesser extent zygomatic EMG were all greater in response to the highly attractive males than the less attractive. The greater corrugator EMG to highly attractive same-sex targets is interpreted as evidence of a defensive reaction to viewing a high-status competitor, and several explanations for the lack of a self-reported increase in negative affect to these targets are considered.

Physical attractiveness of the service worker in the moment of truth and its effects on customer satisfaction

Article

May 2009
J Retailing Consum Serv

This study assesses if the service worker's physical attractiveness has an impact on customer satisfaction in the moment of truth. An experimental approach, involving two different service settings (visiting a bookstore and traveling with an airline), was used to manipulate the level of the service worker's physical attractiveness. The results, for both experiments, show that a high level as opposed to a low level of physical attractiveness of the service worker produced a higher level of customer satisfaction. In addition, the results indicate that exposure to an attractive service worker set in motion a process in which an attractiveness appraisal affected the attitude toward the service worker, which in turn had a positive impact on customer satisfaction.

Communication in the hospitality industry

Article

Sep 1994
Int J Hospit Manag

Andrew Wolvin

Beyond valence in customer dissatisfaction

Article

Apr 2004
J BUS RES

An empirical investigation of the impact of non-verbal communication on service evaluation

Article

Apr 2000
EUR J MARKETING

Considers the role of non-verbal communication in consumers’ evaluation of service encounters. Non-verbal communication has been extensively studied in the psychology and psychotherapy disciplines and has been shown to have a central effect on participants’ perceptions of an event. As services are essentially interpersonal interactions it follows that non-verbal communication will play a major part in service evaluation. Uses an experimental methodology based on video scenarios to demonstrate the effect of this type of communication on consumers. The results indicate significant differences in respondents’ reactions to the scenario according to the non-verbal behaviour of the service provider.

A Model of Distributor Firm and Manufacturer Firm Working P

Article

Jan 1990
J MARKETING

A model of distributor firm and manufacturer firm working partnerships is presented and is assessed empirically on a sample of distributor firms and a sample of manufacturer firms. A multiple-informant research method is employed. Support is found for a number of the hypothesized construct relations and, in both manufacturer firm and distributor firm models, for the respecification of cooperation as an antecedent rather than a consequence of trust. Some implications for marketing practice are discussed briefly.

The Multidimensional Nature of Service Facilities

Article

Dec 1992
J Serv Market

Service encounters have been viewed primarily as an interaction between service providers and service customers. This article investigates situations in which the primary encounter is the interaction between the facility and the customer. Various perspectives for planning service facilities are also identified and discussed. These different dimensions are the operational perspective, the locational perspective, the atmospheric/image perspective, the consumer use perspective, and the contact personnel perspective.

The role of nonverbal communication in service encounters

Article

Sep 2000
J Serv Market

Although the verbal components of service encounters have been investigated, the nonverbal aspects of employee-customer interactions have remained virtually unexplored in the marketing literature. Thus, the purpose of this paper is to explore the importance of service employees’ nonverbal communication during service interactions. Specifically, a conceptual model is presented that links nonverbal communication (kinesics, paralanguage, proxemics, and physical appearance), customer affect, and consumers’ evaluations of service providers (with respect to credibility, friendliness, competence, empathy, courtesy, and trustworthiness). Further, the importance of nonverbal elements is discussed and managerial implications are given.

The Effect of Environmental Perceptions on Behavioral Intentions Through Emotions: The Case of Upscale Restaurants

Article

Feb 2007
J Hospit Tourism Res

This research built a conceptual model to show how customers’ perceptions of dining environments influence behavioral intentions through emotions in the upscale restaurant setting. An environmental psychology model was proposed to explore the linkages between customers’ perceptions and emotions (pleasure and arousal) and between customers’ emotional states and behavioral intentions. A structural equation modeling analysis revealed that facility aesthetics, ambience, and employees had significant effects on the level of customer pleasure while ambience and employees significantly influenced the level of arousal. In addition, pleasure and arousal had significant impacts on behavioral intentions, and pleasure appeared to be the more influential emotion of the two. Implications for restaurateurs and academic researchers are also discussed.

Learning by Example: The Critical-Incident Technique

Article

Aug 1989
CORNELL HOTEL REST A

R. Thomas George

Effective interaction with employees is crucial to management success. Here's how one hospitality-education program develops future managers' ability to say and do the right thing

Evaluating Structural Equation Models With Unobservable Variable Sand Measurement Error

Article

Feb 1981

The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.

Product/Consumption-Based Affective Responses and Postpurchase Processes

Article

Jan 1989

Robert A. Westbrook

The author examines consumer affective responses to product/consumption experiences and their relationship to selected aspects of postpurchase processes. In separate field studies of automobile owners and CATV subscribers, subjects reported the nature and frequency of emotional experiences in connection with product ownership and usage. Analysis confirms hypotheses about the existence of independent dimensions of positive and negative affect. Both dimensions of affective response are found directly related to the favorability of consumer satisfaction judgments, extent of seller-directed complaint behavior, and extent of word-of-mouth transmission.

A Reexamination of the Determinants of Consumer Satisfaction

Article

Jul 1996
J MARKETING

Although the ''disconfirmation of expectations'' model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation. The authors propose a new model of the satisfaction formation process that builds on the disconfirmation paradigm by specifying a more comprehensive model that includes two standards in a single model and specifically incorporates the impact of marketing communication. An empirical test of the model provides support for the hypothesized relationships and a better understanding of the mechanisms that produce satisfaction.

A Cognitive Model of Antecedents and Consequences of Satisfaction Decisions

Article

Nov 1980

Richard L. Oliver

A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Article

Oct 1996
J MARKETING

The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and purpose of ACSI and explain the theory underlying the ACSI model, the nation-wide survey methodology used to collect the data, and the econometric approach employed to estimate the indices. They also illustrate the use of ACSI in conducting benchmarking studies, both cross-sectionally and over time. The authors find customer satisfaction to be greater for goods than for services and, in turn, greater for services than for government agencies, as well as find cause for concern in the observation that customer satisfaction in the United States is declining, primarily because of decreasing satisfaction with services. The authors estimate the model for the seven major economic sectors for which data are collected. Highlights of the findings include that (1) customization is more important than reliability in determining customer satisfaction, (2) customer expectations play a greater role in sectors in which variance in production and consumption is relatively low, and (3) customer satisfaction is more quality-driven than value-or price-driven. The authors conclude with a discussion of the implications of ACSI for public policymakers, managers, consumers, and marketing in general.

The Influence of Emotions on Satisfaction with Movie Consumption

Article

Jan 1994

The Role of Emotions in Marketing

Article

Apr 1999
J ACAD MARKET SCI

Emotions are mental states of readiness that arise from appraisals of events or one’s own thoughts. In this article, the authors discuss the differentiation of emotions from affect, moods, and attitudes, and outline an appraisal theory of emotions. Next, various measurement issues are considered. This is followed by an analysis of the role of arousal in emotions. Emotions as markers, mediators, and moderators of consumer responses are then analyzed. The authors turn next to the influence of emotions on cognitive processes, which is followed by a study of the implications of emotions for volitions, goal-directed behavior, and decisions to help. Emotions and customer satisfaction are briefly explored, too. The article closes with a number of questions for future research.

Recruiters' perceptions of appearance: The stigma of image norms

Article

Aug 2006
Equal Opportun Int

Purpose To introduce a model which examines the relationship between recruiters’ perceptions of image and the stigma of image norms. Design/methodology/approach This paper examines the influence of image norms on recruiters’ perceptions of applicants during interviews and explores the manner in which recruiters may stigmatize applicants. A model is presented which explores how image norms may be used to stigmatize applicants and affect recruiters’ decisions. Findings Image norms are found to have an influence on recruiters’ evaluations of applicants during the interview process. Research limitations/implications Empirical tests of the model are suggested to illustrate how image norm violations lead to stigmatization during the recruitment process. Practical implications Applicants who are denied entry into organizations on the basis of their appearance or image, experience a subtle, yet unacceptable form of employment discrimination. Organizations need to ensure that they are not excluding potential employees who do not meet the image norm expectations of recruiters. Organizations need to make sure that the image norms used to evaluate applicants are not a proxy for discrimination based on protected characteristics. Originality/value This paper looks at image, a broader construct than physical attractiveness, to ensure equal opportunities for everyone. This is the first paper to consider the discriminatory effects of image in organizations.

Assessing Customers' Emotional Experiences Influencing Their Satisfaction in the Lodging Industry

Article

Oct 2007

The objectives of this study were to revise the Consumption Emotion Set to be applicable in the lodging industry, specifically by excluding emotion descriptors unlikely to be experienced by hotel guests and by uncovering underlying dimensions of consumption emotions and to identify key emotion factors that have significant effects on customer satisfaction. The reliability, item-to-correlations, and factor structures indicated that seven factors and the 38-emotion item scale were statistically robust and showed the applicability of scale to the lodging industry. While there was no significant relationship between “worrisome” factor and satisfaction, six of the seven factors were found to be key determinants of satisfaction.

The Role of Non-verbal Communication in Service Provision and Representation

Article

Oct 1989

A social interaction perspective is presented in order to conceptualise the processes of service provision and representation and the ‘consumer’ evaluations thereof. The role of kinesic behaviour is then explored and an experiment demonstrating these effects on service representation evaluation is reported. High levels of gaze and body movement are found to influence ‘consumers' to act as proposed as well as to evaluate the presenter of the proposal more highly. In addition, kinesic treatments appear to result in better evaluations of the service which is the subject of the proposal. Recommendations for kinesic training and recruitment criteria are presented.

Gender differences late positive components evoked by human faces

Article

Mar 1999
PSYCHOPHYSIOLOGY

Event-related potentials (ERPs) were recorded in male and female participants in response to 32 male and 32 female faces. Participants were instructed to simply look carefully at each face; after ERP collection they were asked to rate each face on a 5-point attractiveness scale. A positive correlation between average rating and average P300 scores to opposite sex faces was observed in male (r= .40) and in preovulatory (r= .41) and postovulatory (r= .44) female subjects. Correlations to same sex faces were only found in postovulatory females (r= .61). Male participants showed a much larger average P300 than did female participants, and the P300 evoked in female participants was unexpectedly larger to female than to male faces. Neither task relevance nor stimulus probability is a plausible explanations for these findings because they were experimentally controlled. These results support the emotional value hypothesis, according to which classical P300 processes reflect an affective evaluation of the stimulus, which in turn produces context updating.

What if Your Dentist Looked Like Tom Cruise? Applying the Match-Up Hypothesis to a Service Encounter

Article

Jan 2002
PSYCHOL MARKET

Research in advertising suggests the positive effects of spokesperson attractiveness only enhance consumers' attitudes if the attractiveness of the spokesperson matches up with the image of the product (Kahle & Homer, 1985; Kamins, 1990; Parekh & Kanekar, 1994). This study examines the effects of service provider physical attractiveness and tests the application of the match-up hypothesis to the service encounter. Provider physical attractiveness (high, moderate, low) and service type (related or unrelated to attractiveness) were varied in a 3 × 2 factorial design. The experimental results suggest that when service-provider attractiveness is congruent with the image of the service, consumers' ratings of service quality and their attitudes toward the service provider will be maximized. The results are explained with the use of a schema-based information-processing paradigm. © 2002 John Wiley & Sons, Inc.

Physical appearance, attractiveness, and the mediating role of emotions

Article

Mar 1997

Determinants of physical attractiveness were investigated in a study employing U.S. college students of both genders. Five factors were derived from a study of 37 stable and changeable physical features: Masculinity (strength, larger body and chest, broader chin), Femininity (longer hair, make-up, larger and rounder eyes), Self-care (overall grooming, shapely figure, flat stomach, erect posture, fitted clothes), Pleasantness (friendly, happy, babyish face), and Ethnicity. Factor analytic results did not support a priori (and nonstatistical) groupings of babyish facial features by investigators who use this concept. Self-care, Masculinity (Femininity), and Pleasantness were positive correlates of male (female) attractiveness. Attractiveness was described parsimoniously in terms of emotions: more attractive targets elicited more pleasure, more arousal, and less dominance (or more submissiveness) from others. Men and women reacted in essentially similar ways in rating others’ attractiveness. Statistical tests showed that emotional reactions mediated relations of the independent variables (physical features) to the dependent variables (judgments of attractiveness).

The relationship between the Biosocial Model of Personality and susceptibility to emotional contagion: A structural equation modeling approach

Article

Jul 2008
PERS INDIV DIFFER

Lars-Olov Lundqvist

Using structural equation modeling, the present study investigated the influences of personality, measured by the Temperament and Character Inventory, on susceptibility to emotional contagion, measured by the Emotional Contagion Scale (ECS), in a sample of 423 Swedish university students. Consistent with predictions of the Biosocial Model of Personality and the theory of emotional contagion, reward dependence influenced all basic emotion facets (anger, fear, sadness, happiness, and love) measured by the ECS, and harm avoidance influenced susceptibility to anger and fear, while the temperament dimensions of novelty seeking and persistence had no influence on susceptibility to emotional contagion. Among the character dimensions, self-directedness influenced susceptibility to positive emotions (happiness and love), while cooperativeness and self-transcendence had negative influences on susceptibility to anger and love (cooperativeness) and sadness (self-transcendence). The relation between susceptibility to emotional contagion and the behavior maintenance system proposed by the Biosocial Model of Personality is discussed.

Influencing factors on restaurant customers’ revisit intention: The roles of emotions and switching barriers

Article

Dec 2009
Int J Hospit Manag

This study was designed to examine the relationships among consumption emotions, customer satisfaction, switching barriers, and revisit intention. Four positive and negative categories of switching barriers (preference, switching costs, relational investment, and lack of alternatives) were identified through a qualitative approach. Using structural equation analysis, the proposed relationships were tested in a full-service restaurant setting. The results showed that multiple components of consumption emotions significantly affected customer satisfaction, and satisfaction mediated the effect of emotion factors on revisit intention. The findings from the tests for metric invariances also indicated that the strength of the relationship between satisfaction and revisit intention was different across high- and low-switching barrier groups. In particular, the satisfaction-revisit intention relationship was stronger in each low-switching barrier group than in each high-switching barrier group.

Communication and the service encounter: the value of convergence

Article

Aug 1992
Int J Hospit Manag

It is argued that establishing a convergent style of communication with customers serves to increase the quality of interpersonal relationships. Using the communication accommodation theory, this paper examines the central issue of effective interpersonal and intercultural communication in the hospitality industry, examining the influence of staff stereotypes, their orientation toward customers, and their use of a range of interactional strategies. The theory is then applied to service encounters with customers from other cultures towards identifying key areas of communication training.

The effects of nonverbal communication of employees in the family restaurant upon customers’ emotional responses and customer satisfaction

Abstract

No full-text available

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