Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes

Dijk, Pieter Andrew Van; Smith, Liam David Graham; Cooper, Brian

doi:10.1016/j.tourman.2009.11.001

Cited by 77 publications

(34 citation statements)

References 57 publications

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“…With economies and communities gearing up their act to satisfy heavy tourism demand all over the world, and doing so in unsurprisingly similar ways, the hunt is on for more intimate, more genuine encounters and experiences; and of course the locals will try to oblige, creating antechambers for special interactions with select guests, while at the same time using elaborate "fencing strategies" (via the resort of local languages, for instance) to keep visitors out of some personal and communal spaces (Boissevain, 1996). Opportunities for eating and drinking provide such (but nevertheless often deep-acted) windows of authenticity (Van Dijk, Smith, & Cooper, 2011). Furthermore, the multi-sensorial experience of eating and drinking "functions as a personal source of information, for the stories people and tourists tell about their lives [and their travels] are important for their self-perception" (Mehmetoglu & Engen, 2011, p. 237).…”

Section: What's Cooking? Explaining the Food Crazementioning

confidence: 99%

Feeding the Rural Tourism Strategy? Food and Notions of Place and Identity

Baldacchino

2015

Scandinavian Journal of Hospitality and Tourism

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The humble rural cuisine has now been thrust at the forefront of economic development strategies. This conceptual paper is a contribution to a growing critical awareness of the operations of the food industry and helps to foster a critical understanding of how, if at all, local food and its associated culture can help sustain rural tourism particularly and rural communities generally. It is inspired by literature about the international political economy of food and the many experiences of local food development, and is aware of the contrast between the structure of the industry and the hopes associated with its practice on the ground. The paper thus argues that, beyond the glamour and hype, there are those who gain, as well as those who lose, from the current food fad. While it explains the causes of the contemporary craze with food, the paper also interrogates the naïve expectations often placed in food as a motor of rural development, and as the panacea for struggling rural communities. The empirical data on which this chapter is based are drawn from 18 short chapters explaining the history of various "traditional dishes" from the islands of the broad North Atlantic that feature in a recent food publication.

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Section: What's Cooking? Explaining the Food Crazementioning

confidence: 99%

Feeding the Rural Tourism Strategy? Food and Notions of Place and Identity

Baldacchino

2015

Scandinavian Journal of Hospitality and Tourism

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“…Finally, the management of emotional expression associated with the concept of emotional labor (Hochschild, 1979(Hochschild, , 1983) may also profoundly affect the service quality of tour guide (Van Dijk, Smith, & Cooper, 2011). Wong and Wang (2009) suggest that the job nature of tour leader demands a high degree of emotional labor.…”

Section: Service Quality In Tour Guidingmentioning

confidence: 99%

Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau

2011

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“…Regarding to word of mouth (WOM), it can be defined as a form of informal communication between two people or more about the ownership and characteristics of specific product or service (Chan & Ngai, 2011;Taylor et al, 2012). Through the SLR, we noticed that 5 studies of our primary studies suggested word of mouth as one of customer outcomes of emotional labor strategies (Aziz et al, 2016;Chi & Chen, 2018;Khan & Awan, 2018;Lee et al, 2014;Van Dijk et al, 2011).…”

Section: Outcomes Of Emotional Labor Strategiesmentioning

confidence: 95%

“…In the same context, Grandey (2000) defined emotional labor as the process of managing both feelings and expressions to reach the organization's goal. Emotional labor became one of the most important topics in service industry, which led many researchers to define it such as (Goldberg & Grandey, 2007;Grandey, 2000;Grove et al, 1998;Hochschild, 1983;Van Dijk et al, 2011). Based on the reviewed articles, we summarized all the definitions of EL that have been used in primary studies as shown in Table 2: Table 2…”

Section: Conceptualizing Emotional Labormentioning

confidence: 99%

Emotional Labor Strategies from Customer Point of View: A Systematic Literature Review

2019

JMCR

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The behavior displayed by service employees affects customers' perception of service quality and their level of satisfaction. Therefore, understanding emotional labor strategies has become a key competitive advantage for service organizations. The purpose of this study is to provide an in-depth review studies that discussed and examined emotional labor strategies from customer point of view. This study used a systematic literature review approach on emotional labor studies. The results showed that customer satisfaction, customer loyalty and word of mouth are considered the most important outcomes of emotional labor strategies. Further, the results showed that the majority of previous studies used dyadic questionnaire as a data collection method. More importantly, drawn from the review results, a research framework was developed to show the customer outcomes of emotional labor strategies and the mediators/moderators between emotional labor strategies and customer outcomes. This article is one of the earliest studies that provides a systematic review of previous studies on emotional labor from customer point of view and uncovers the definitions, models, and methods and factors in order to clarify the emotional labor concept.

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Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes

Cited by 77 publications

References 57 publications

Feeding the Rural Tourism Strategy? Food and Notions of Place and Identity

Feeding the Rural Tourism Strategy? Food and Notions of Place and Identity

Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau

Emotional Labor Strategies from Customer Point of View: A Systematic Literature Review

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