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Article
Publication date: 5 July 2021

Tuerxunbieke Tuerlan, Shanshi Li and Noel Scott

To clarify inconsistencies in the emotion elicitation process and to suggest avenues for advancing emotion research, this study aims to conduct a systematic review of emotion…

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Abstract

Purpose

To clarify inconsistencies in the emotion elicitation process and to suggest avenues for advancing emotion research, this study aims to conduct a systematic review of emotion research in the subject area of hospitality and tourism management.

Design/methodology/approach

This study analyzes 178 emotion-related articles published in 37 journals from 2004–2019 in the context of hospitality and tourism, providing a systematic synthesis of publication outlets and trajectories, research settings, the conceptualization of emotion, emotion measurement, classifications of antecedents and consequences.

Findings

Regarding the elicitation of emotions, many studies ignore the developments in emotion research in the mainstream discipline and still consider external stimuli as the direct causes of emotion. Numerous studies conceptualize customer emotion as positive or negative, which overlooks the nuances between discrete emotions with the same valence. Additionally, emotion scales are largely borrowed from psychology without considering the specific characteristics of the hospitality and tourism context. Methodologically, most studies take a single-measure lens with either a self-report, physiological or expression behavior measure.

Research limitations/implications

The analysis of the literature highlights three main areas for future emotion studies in the hospitality and tourism context.

Originality/value

Previous reviews are narrative and only address specific areas of interest, rendering them incapable of explaining how a systematic literature identification process was conducted. The present systematic review is among the first to provide an overview of emotion studies in hospitality and tourism over a 15-year period. By drawing insights from appraisal theories of emotions, this review addresses common misunderstandings concerning the emotion elicitation process in the current hospitality and tourism literature.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 8
Type: Research Article
ISSN: 0959-6119

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Publication date: 24 June 2024

Shanshi Li, Billy Sung, Xinyan Wei and Noel Scott

This chapter documents initial results of using skin conductance measures to compare the relative effectiveness of three commercials for destinations and one beer advertisement…

Abstract

This chapter documents initial results of using skin conductance measures to compare the relative effectiveness of three commercials for destinations and one beer advertisement. Data were collected from 12 respondents in a laboratory-based study. Analysis of skin conductance data showed that the beer commercial evoked a greater intensity of emotional response than the three tourism commercials. Moreover, the time trace of the tourism commercials indicated a downward trend, and this is interpreted as a lack of overall emotional arousal. The results suggest that skin conductance measures may be used for testing tourism advertising effectiveness and also a need for further research to examine the emotional content of tourism advertising.

Details

Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

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Article
Publication date: 8 February 2016

Jianya Ma, Ana Cláudia Campos, Shanshi Li, Sarah Gardiner and Noel Scott

This paper aims to address the central guiding questions: What principles of services management need urgent re-thinking in the Asian Century? What opportunities and challenges…

893

Abstract

Purpose

This paper aims to address the central guiding questions: What principles of services management need urgent re-thinking in the Asian Century? What opportunities and challenges lie ahead?

Design/methodology/approach

This paper provides a review of relevant literature on hedonic consumption and related issues of emotion, attention, mental time travel and, importantly, how these phenomena may be measured.

Findings

The paper addresses this question from a psychological and customer perspective. Services managers are well-positioned and have a great future for two reasons. First, services in general are the growing part of the global economy. Second, services managers provide the experiences required by increasingly affluent consumers. On the other hand, there is in general within the services sector, a lack of knowledge and expertise in understanding the consumer psychology of hedonic consumption. Additionally, and especially in Western countries, there is lack of knowledge about the cultural differences in experiential requirements of Asian consumers.

Originality/value

The paper provides directions for future research in the area of tourism experiences and emotion.

Details

Worldwide Hospitality and Tourism Themes, vol. 8 no. 1
Type: Research Article
ISSN: 1755-4217

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Book part
Publication date: 24 June 2024

Noel Scott, Brent Moyle, Jianyu Ma, Ana Cláudia Campos, Lynn I-Ling Chen, Dung Le, Liubov Skavronskaya, Shanshi Li, Rui Zhang, Shan Jiang, Lihua Gao and Arghavan Hadinejad

Effective experience design requires not only a knowledge of tourist goals, but an understanding of how these can be met in a particular tourism site. Research on experiences and…

Abstract

Effective experience design requires not only a knowledge of tourist goals, but an understanding of how these can be met in a particular tourism site. Research on experiences and experience design is supported by cognitive psychology concepts such as perception, attention, appraisal, emotion, consciousness, feelings and memory. However, these concepts are often used in a combination with others from sociology, social or environmental psychology in a manner that leads to confusion rather than clarity, without apparent understanding of the theoretical mechanisms by which these concepts are related. This chapter develops a series of propositions for potential application to tourism experience design. Future research should examine the efficacy of these propositions from cognitive psychology for tourism experience design.

Details

Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

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Available. Content available
Book part
Publication date: 24 June 2024

Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu

Free Access. Free Access

Abstract

Details

Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

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Article
Publication date: 4 August 2021

Qiuping Peng, Xi Zhong, Huaikang Zhou and Shanshi Liu

This paper aims to investigate the moderating roles of negative attainment discrepancy and state ownership in the relationship between internationalization speed and firm…

592

Abstract

Purpose

This paper aims to investigate the moderating roles of negative attainment discrepancy and state ownership in the relationship between internationalization speed and firm innovation.

Design/methodology/approach

Panel fixed-effects regressions model was applied to test the influence of internationalization speed on firm innovation using data collected from Chinese listed companies between 2003 and 2017.

Findings

The internationalization speed can positively promote firm innovation. Moreover, negative attainment discrepancy enhances the effect of internationalization speed on firm innovation. The effect of negative attainment discrepancy on internationalization speed and firm innovation performance is more positive in state-owned firms than in non-state-owned firms.

Research limitations/implications

A suitable time of internationalization speed to affect firm innovation is obtained.

Practical implications

This paper suggests that decision-makers should set an appropriate aspiration to internationalize firms and increase firm innovation. Moreover, state-owned enterprises should pay attention to negative attainment discrepancies.

Originality/value

The study revealed the boundary conditions of negative attainment discrepancy and state ownership on the relationship between internationalization speed and firm innovation, contributing to the theoretical advancements in internationalization speed.

Details

Chinese Management Studies, vol. 16 no. 3
Type: Research Article
ISSN: 1750-614X

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Article
Publication date: 8 February 2016

Richard Teare and Leonardo (Don) A.N. Dioko

The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes (WHATT) theme issue “Services management and the growing number of Asian travellers: what…

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Abstract

Purpose

The purpose of this paper is to profile the Worldwide Hospitality and Tourism Themes (WHATT) theme issue “Services management and the growing number of Asian travellers: what needs re-thinking?” with reference to the experiences of the theme editor and the theme issue outcomes from countries within and beyond Asia.

Design/methodology/approach

The paper uses structured questions to enable the theme editor to reflect on the rationale for the theme issue question, the starting point, the selection of the writing team and material and the editorial process.

Findings

This paper reports on research and discussions between academics and practitioners about an issue faced by many countries with established hospitality, tourism and travel industries. Specifically, what are the adjustments needed to mirror the radically changing demographic landscape of inbound tourism – now characterized by more affluent and mobile Asian visitors?

Practical implications

This paper builds on the outcomes of an international conference on “Managing and Delivering Services in the Asian Century”, and offers a response to the changes needed to better serve Asian travellers.

Originality/value

It provides guidelines for destinations, hospitality organizations and travel operators that have traditionally relied on European and American source markets to help them re-think their service delivery process, management and operations.

Details

Worldwide Hospitality and Tourism Themes, vol. 8 no. 1
Type: Research Article
ISSN: 1755-4217

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Article
Publication date: 26 April 2022

Shengxian Yu, Shanshi Liu and Chao Xu

The purpose of this paper is to investigate the effect of job insecurity on employee silence by developing a moderated mediation model. The model focuses on the mediating role of…

759

Abstract

Purpose

The purpose of this paper is to investigate the effect of job insecurity on employee silence by developing a moderated mediation model. The model focuses on the mediating role of ego depletion underpinning the relationship between job insecurity on employee silence and the moderating role of perceived coworker support and career growth opportunity in influencing the mediation.

Design/methodology/approach

This study conducts a questionnaire from 309 employees of six Chinese financial enterprises in two waves, with a one-month interval between the two waves. Moreover, this study uses bootstrapping and confirmatory factor analysis to verify the hypothesis.

Findings

Job insecurity has a significant positive impact on employee silence, and ego depletion partly mediated the relationship between job insecurity and employee silence. Perceived coworker support and career growth opportunity negatively moderated the relationship between job insecurity and ego depletion and also moderated the indirect effect of job insecurity on employee silence through ego depletion.

Practical implications

The study provides evidence for the positive effects of job insecurity on ego depletion, which, in turn, is significantly associated with employee silence. It highlights the important role of perceived coworker support and career growth opportunities in reducing employee negative perceptions and behaviors.

Originality/value

This empirical study provides preliminary evidence of the mediating role of ego depletion in the positive relationship between job insecurity and employee silence. The moderated mediation model also extends the existing finding by adding substantive moderators (perceived coworker support and career growth opportunity) to explain how the effect of job insecurity on employees’ behaviors unfolds.

Details

Chinese Management Studies, vol. 17 no. 3
Type: Research Article
ISSN: 1750-614X

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Article
Publication date: 19 June 2023

Min Liu, Xin Liu, Birgit Muskat, Xi Yu Leung and Shanshi Liu

Counterproductive work behavior (CWB) has grown into a significant problem in the tourism industry, for both individual employees and organizations. Employees who feel ostracized…

855

Abstract

Purpose

Counterproductive work behavior (CWB) has grown into a significant problem in the tourism industry, for both individual employees and organizations. Employees who feel ostracized in their workplace often engage in negative and disruptive behaviors. The purpose of this study is to explore the psychological mechanism between workplace ostracism and CWB among tourism employees.

Design/methodology/approach

Drawing on psychological contract theory and social cognitive theory, the study proposed a research framework to explain tourism employees’ counterproductive behavior. Data were collected from 228 hotel employees at two time points in Huangshan, China. Hierarchical regression and SPSS-PROCESS Macro were used to test all the hypotheses.

Findings

Findings show that workplace ostracism significantly increases employee CWB, mediated by psychological contract violation. Workplace ostracism increases perceptions of psychological contract violation when employee self-esteem is higher. The mediating effect of psychological contract violation is also moderated by self-esteem.

Originality/value

Using the framework of psychological contract theory and social cognitive theory, the authors advance the organizational behavior literature in the tourism field. The authors contextualize the uniqueness of Chinese workplace behavior and highlight the need to understand “losing face (mianzi) view” in workplace relationships. This research contributes to better understanding the dark side of tourism workplace behavior by examining the effects of psychological contract violation and employee’s self-esteem on workplace ostracism and CWB.

目的

旅游业中的反生产行为(CWB)已经成为一个重要问题, 反生产行为对员工和组织都会产生影响。在工作场所感到被排斥的员工往往会从事消极和破坏性的行为。本文的目的是研究旅游业员工工作场所排斥与反生产行为之间的心理机制。

设计/方法

基于心理契约理论和社会认知理论, 本研究提出了一个研究框架来解释旅游业员工的反生产行为发生机制。我们在中国黄山景区对228名酒店员工进行了两个时间点的问卷调查。采用分层回归和SPSS PROCESS Macro来测试所有假设。

结果

结果表明 工作场所排斥显著增加员工反生产行为, 心理契约违背在其中起着中介作用。当员工自尊心较高时, 职场排斥对心理契约违反的感知影响更强。心理契约违背的中介效应也受到自尊心的调节。

独创性/研究价值

我们运用心理契约理论和社会认知理论的框架, 推动了旅游领域的组织行为研究进展。我们讨论了中国情境下职场行为的独特性, 并强调在职场关系中需要考虑“面子观”。我们通过展示心理契约违背和员工自尊心对工作场所排斥和反生产行为(CWB)的影响, 有助于更好地理解旅游工作场所行为的负面影响。

Propósito

El comportamiento laboral contraproducente (CLC) en la industria turística se ha convertido en un problema significativo tanto para los empleados individuales como para las organizaciones. Los empleados que se sienten marginados en su lugar de trabajo suelen participar en comportamientos negativos y disruptivos. El objetivo de este trabajo es examinar los efectos de la violación del contrato psicológico y la autoestima del empleado en el ostracismo en el lugar de trabajo y en el comportamiento laboral contraproducente CLC y agregar nuevos conocimientos para comprender mejor el lado oscuro del comportamiento laboral turístico.

Diseño/metodología/enfoque

Realizamos una encuesta de cuestionario a 228 empleados de hotel en dos momentos en Huangshan, China. Se utilizaron la regresión jerárquica y el SPSS PROCESS Macro para probar todas las hipótesis.

Resultados

Los resultados muestran que 1) el ostracismo en el lugar de trabajo aumenta significativamente la CLC de los empleados. 2) La violación psicológica del contrato juega un papel mediador entre el ostracismo en el lugar de trabajo y CLC. 3) El ostracismo en el lugar de trabajo aumenta las percepciones de violación psicológica del contrato cuando la autoestima de los empleados es mayor. 4) El efecto mediador de la violación psicológica del contrato también es moderado por la autoestima.

Originalidad/valor

Utilizando el marco de la teoría del contrato psicológico y la teoría cognitiva social, avanzamos en la literatura del comportamiento organizacional en el campo del turismo. Contextualizamos la singularidad del comportamiento en el lugar de trabajo chino y destacamos la necesidad de comprender la 'pérdida de la visión de la cara (mianzi)' en las relaciones laborales. Esta investigación contribuye con nuevos conocimientos para comprender mejor el lado oscuro del comportamiento turístico en el lugar de trabajo al examinar los efectos de la violación psicológica del contrato y la autoestima de los empleados en el ostracismo en el lugar de trabajo.

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Article
Publication date: 2 February 2023

Shengxian Yu, Shanshi Liu, Xiaoxiao Gong, Wenzhu Lu and Chang-e Liu

Drawing on the social information processing theory, this study aims to adopt a moderated mediation model to investigate the mediation role of cognitive crafting and the…

613

Abstract

Purpose

Drawing on the social information processing theory, this study aims to adopt a moderated mediation model to investigate the mediation role of cognitive crafting and the moderation role of regulatory focus in the relationship between perceived deviance tolerance and employee innovative behavior.

Design/methodology/approach

A questionnaire study with 181 employees from a state-owned communications technology company in China was conducted through a two-wave survey, with a one-month lagged design. The model is tested through confirmatory factor analysis, correlation analysis and PROCESS bootstrapping program in SPSS24.0 and AMOS22.0 software.

Findings

This study confirms that perceived deviance tolerance is positively related to innovative behavior, while cognitive crafting mediates the relationship between perceived deviance tolerance and innovative behavior. Furthermore, the promotion focus positively moderates the relationship between perceived deviance tolerance and cognitive crafting, and higher promotion focus enhances the mediating effect of cognitive crafting on the relationship between perceived deviance tolerance and innovative behavior. The prevention focus negatively moderates the relationship between perceived deviance tolerance and cognitive crafting, and higher prevention focus weakens the mediating effect of cognitive crafting on the relationship between perceived deviance tolerance and innovative behavior.

Practical implications

Organizations need to establish a tolerant and inclusive management system and create a harmonious working atmosphere to provide a platform basis to inspire the innovative behavior of employees. Also, regulatory focus variables are suggested to be considered in organizational human resource management processes (e.g. recruitment and training) to improve organizational person–job fit.

Originality/value

The primary contribution of this study is to confirm that perceived deviance tolerance has a positive impact on innovation behavior and thereby providing a new perspective to understand the impact effect of perceived deviance tolerance. Another contribution the study explores the mechanisms and boundary conditions of perceived deviance tolerance on innovative behavior fills the theoretical gap of perceived deviance tolerance.

Details

Chinese Management Studies, vol. 18 no. 1
Type: Research Article
ISSN: 1750-614X

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