Emotion regulation research in hospitality and tourism
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 22 August 2023
Issue publication date: 29 April 2024
Abstract
Purpose
This paper aims to develop a comprehensive model on intra- and interpersonal emotion regulation (ER) in hospitality and tourism (H&T) service encounters.
Design/methodology/approach
A critical review and reflection of ER research from multiple disciplines was conducted. Methodologies appropriate for investigating ER were also reviewed.
Findings
A comprehensive framework was proposed to outline key influential factors, processes and consequences of intra- and interpersonal ER in service encounters in the H&T industry. Methodologies integrating advanced tools were suggested to measure complex and dynamic emotion generation and regulation processes in social interactions from a multimodal perspective.
Research limitations/implications
The researchers developed a comprehensive conceptual model on both intra- and interpersonal ER based on a critical review of the most recent psychological research on ER. Various theoretical and methodological considerations are discussed, offering H&T scholars a solid starting point to explore dynamic emotion generation and regulation processes in complex social settings. Moreover, the model provides future directions for the expansion of ER theories, which have been mostly developed and tested based on laboratory research.
Originality/value
The proposed model addresses two critical issues identified in emotion research in the H&T field: the lack of a dynamic perspective and the neglect of the social nature of emotions. Moreover, the model provides a roadmap for future research.
Keywords
Acknowledgements
The work described in this paper was fully supported by a grant from the Research Grants Council of the Hong Kong Special Administrative Region, China (Project No.: PolyU 155006/18B).
Citation
Hsu, C.H.C., Chen, N. and Zhang, S. (2024), "Emotion regulation research in hospitality and tourism", International Journal of Contemporary Hospitality Management, Vol. 36 No. 6, pp. 2069-2085. https://doi.org/10.1108/IJCHM-01-2023-0049
Publisher
:Emerald Publishing Limited
Copyright © 2023, Emerald Publishing Limited