Home > Research > Publications & Outputs > It is all about the emotional state

Research

Links

Text available via DOI:

Keywords

View graph of relations

It is all about the emotional state: Managing tourists’ experiences

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Published

Standard

It is all about the emotional state: Managing tourists’ experiences. / Brunner-Sperdin, Alexandra; Peters, Mike; Strobl, Andreas.
In: International Journal of Hospitality Management, Vol. 31, No. 1, 03.2012, p. 23-30.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Brunner-Sperdin, A, Peters, M & Strobl, A 2012, 'It is all about the emotional state: Managing tourists’ experiences', International Journal of Hospitality Management, vol. 31, no. 1, pp. 23-30. https://doi.org/10.1016/j.ijhm.2011.03.004

APA

Brunner-Sperdin, A., Peters, M., & Strobl, A. (2012). It is all about the emotional state: Managing tourists’ experiences. International Journal of Hospitality Management, 31(1), 23-30. https://doi.org/10.1016/j.ijhm.2011.03.004

Vancouver

Brunner-Sperdin A, Peters M, Strobl A. It is all about the emotional state: Managing tourists’ experiences. International Journal of Hospitality Management. 2012 Mar;31(1):23-30. doi: 10.1016/j.ijhm.2011.03.004

Author

Brunner-Sperdin, Alexandra ; Peters, Mike ; Strobl, Andreas. / It is all about the emotional state : Managing tourists’ experiences. In: International Journal of Hospitality Management. 2012 ; Vol. 31, No. 1. pp. 23-30.

Bibtex

@article{305f7a95f75f45f4b95676d238f169c4,
title = "It is all about the emotional state: Managing tourists{\textquoteright} experiences",
abstract = "When consuming tourism and leisure services tourists do not only expect professional services but also desire satisfying emotional experiences. To measure satisfaction with emotional experiences traditional service quality and satisfaction research is outdated because those models are based on cognitive components and neglect emotional aspects of customer satisfaction. This research investigates factors determining the service setting that enhance customers{\textquoteright} emotional reactions and lead to psychological states and behaviours. Referring to existing theories and empirical evidence in environmental psychology, a research model is developed explaining the relationship between different components of service settings influencing emotional states and satisfaction. Guests{\textquoteright} emotions are assessed during service consumption in hotel settings in order to investigate the importance of emotional states. The paper derives three main factors (leisure experience, hardware and human ware) significantly influencing emotional states of customers in high-quality hotels.",
keywords = "Emotional state, Leisure experience, Customer satisfaction, satisfactionServicescape, Hotel setting",
author = "Alexandra Brunner-Sperdin and Mike Peters and Andreas Strobl",
year = "2012",
month = mar,
doi = "10.1016/j.ijhm.2011.03.004",
language = "English",
volume = "31",
pages = "23--30",
journal = "International Journal of Hospitality Management",
issn = "0278-4319",
publisher = "Elsevier Limited",
number = "1",

}

RIS

TY - JOUR

T1 - It is all about the emotional state

T2 - Managing tourists’ experiences

AU - Brunner-Sperdin, Alexandra

AU - Peters, Mike

AU - Strobl, Andreas

PY - 2012/3

Y1 - 2012/3

N2 - When consuming tourism and leisure services tourists do not only expect professional services but also desire satisfying emotional experiences. To measure satisfaction with emotional experiences traditional service quality and satisfaction research is outdated because those models are based on cognitive components and neglect emotional aspects of customer satisfaction. This research investigates factors determining the service setting that enhance customers’ emotional reactions and lead to psychological states and behaviours. Referring to existing theories and empirical evidence in environmental psychology, a research model is developed explaining the relationship between different components of service settings influencing emotional states and satisfaction. Guests’ emotions are assessed during service consumption in hotel settings in order to investigate the importance of emotional states. The paper derives three main factors (leisure experience, hardware and human ware) significantly influencing emotional states of customers in high-quality hotels.

AB - When consuming tourism and leisure services tourists do not only expect professional services but also desire satisfying emotional experiences. To measure satisfaction with emotional experiences traditional service quality and satisfaction research is outdated because those models are based on cognitive components and neglect emotional aspects of customer satisfaction. This research investigates factors determining the service setting that enhance customers’ emotional reactions and lead to psychological states and behaviours. Referring to existing theories and empirical evidence in environmental psychology, a research model is developed explaining the relationship between different components of service settings influencing emotional states and satisfaction. Guests’ emotions are assessed during service consumption in hotel settings in order to investigate the importance of emotional states. The paper derives three main factors (leisure experience, hardware and human ware) significantly influencing emotional states of customers in high-quality hotels.

KW - Emotional state

KW - Leisure experience

KW - Customer satisfaction

KW - satisfactionServicescape

KW - Hotel setting

U2 - 10.1016/j.ijhm.2011.03.004

DO - 10.1016/j.ijhm.2011.03.004

M3 - Journal article

VL - 31

SP - 23

EP - 30

JO - International Journal of Hospitality Management

JF - International Journal of Hospitality Management

SN - 0278-4319

IS - 1

ER -