Being Somebody Else: Emotional Labour and Emotional Dissonance in the Context of the Service Experience at a Heritage Tourism Site

Dijk, Pieter Andrew Van; Kirk, Andrea

doi:10.1375/jhtm.14.2.157

Cited by 47 publications

(19 citation statements)

References 41 publications

(55 reference statements)

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“…Additionally, the worker will display emotions that engender organisationally-favourable responses from service receivers during service-based interpersonal interactions. Some of the primary aims of appropriate emotional display during service interactions are customer satisfaction, customer loyalty and WOM advertising (Ashforth & Humphrey, 1993;Brotheridge, 2006;Brotheridge & Taylor, 2006;Grandey et al, 2005;Hochschild, 1983;Van Dijk & Kirk, 2007).…”

Section: Emotional Labourmentioning

confidence: 99%

“…When the guide deep acts it can be assumed that visitors will perceive a more authentic expression of emotion from the guide which, in turn, has been argued to benefit customer service outcomes more so than when surface acting is used (Beardsworth & Bryman, 2001;Bryman, 1999;Sharpe, 2005). Consequently, deep acting could be considered the preferred emotional-labour-based behaviour if the guide is trying to develop perceptions of authenticity in relation to experiential services offered (Beardsworth & Bryman, 2001;Bigné & Andreu, 2004;Grandey et al, 2005;Sharpe, 2005;Van Dijk & Kirk, 2007). Thus an assumption is often made in the literature that visitors will be able to detect emotional 'leakage' and, therefore, the difference between the deep and surface acting of the guide (Grandey et al, 2005).…”

Section: Emotional Labour and Tourismmentioning

confidence: 99%

“…In this sense, the emotional labour of tourism guides is inextricably linked to the tourism product (Morris & Feldman,1996a,1996bOlsen, 2002;Sharpe, 2005;Van Dijk & Kirk, 2008;Wichroski, 1994). Previous research has demonstrated that interpretive guides actively and consciously engage in emotional labour consistent with concepts established in the emotional labour literature (Van Dijk & Kirk, 2007;Van Dijk & Kirk, 2008;Van Dijk & Kirk Brown, 2006). The visitor's perception of, and response to, an experience is in part dependent upon the guide's embodiment of the appropriate emotional reaction (Grandey, Fisk, Mattila, Jansen, & Sideman, 2005).…”

Section: Introductionmentioning

confidence: 99%

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

2011

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Section: Emotional Labourmentioning

confidence: 99%

Section: Emotional Labour and Tourismmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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

2011

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“…The data reduction phase involved coding the interview transcripts. The codes reflected emergent patterns and expected theoretical themes from the data (Van Dijk & Kirk, 2007). In the data display phase the tabulated data made it more accessible and easier to interpret.…”

Section: Methodsmentioning

confidence: 98%

Tourism interaction on islands: the community and visitor social exchange

Moyle

Croy

Weiler

2010

International Journal of Culture, Tourism and Hospitality Research

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PurposeThe purpose of this paper is to explore the cultural interaction between communities and visitors to islands using social exchange theory to enhance the understanding of the island experience. Method/ApproachThe method consisted of thirty in-depth interviews with community and tourism stakeholders, and formed part of a multi-phase study that used social exchange theory as the lens to illuminate a range of perspectives of island interaction. This paper presents a comparative case study of Bruny Island in Tasmania, and Magnetic Island in Queensland, Australia. FindingsFindings revealed that local community members have a wide range of motivations for entering into social exchanges with visitors, ranging from solely economic, to a genuine desire to provide quality experiences. Additionally, findings showed the nature of island cultural interaction can vary immensely, from welcoming and meaningful exchanges through to superficial and even hostile contact. Research Limitations/ImplicationsAs this research was undertaken on two islands in Australia, within a particular timeframe, the results may not be representative of island communities generally. Nonetheless, the results 2 are indicative of locals' perceptions of their interactions with visitors. Additionally, the research can be replicated in other contexts. Practical ImplicationsThe findings have a range of practical implications for the management of local and visitor interaction on islands. A key implication for island communities is the importance of developing programs that educate and inform locals about the potential benefits of interaction. Additionally, this research illustrates how islands can use cultural interaction to differentiate their tourism product and market island experiences. Originality/Value of PaperThe paper's contribution is its use of social exchange theory at a micro-level to illuminate a range of local community members' perspectives of their tourism exchanges, in order to enhance understanding of the complex process of interaction between locals and visitors to islands.

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“…Moreover, previous researchers have investigated the restaurants in relation to customer satisfaction, emotion, and loyalty (Andersson & Mossberg, 2004;Arora, 2006;Hanefors & Mossberg, 2003;Lockyer T, 2005), service quality in restaurants (Jaksa, John, & Robert, 1999;Kivela & Crotts, 2006;Mohsin, 2005;Myung, 2008;Namkung & Jang, 2007;Oh, 2000;Park, 2004;Ryu & Jang, 2006;Van Djick & Kirk., 2007;Yuksel & Yuksel, 2002).…”

Section: Literature Reviewmentioning

confidence: 99%

Hotel Brand and Food Quality in Malaysia

Ismail

Muhammad

Yusoff

et al. 2018

AjQoL

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This study is to investigate the relationship between hotel brand and food quality using the Brand Identity Prism (BIP) model in the context of food service industry that has never been directly tested before. The attributes (physical, relationship and reflection) of BIP in food service industry which focusing on the food quality served at hotel restaurants are validated. A quantitative approach using questionnaire survey was conducted with a total of 129 hotel restaurants guests from four of five star rated hotels in Kuala Lumpur, Malaysia. The result indicated that there was a significant relationship between hotel brand identity and food quality.

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Being Somebody Else: Emotional Labour and Emotional Dissonance in the Context of the Service Experience at a Heritage Tourism Site

Cited by 47 publications

References 41 publications

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

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

Tourism interaction on islands: the community and visitor social exchange

Hotel Brand and Food Quality in Malaysia

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