An Exploratory Investigation of Frontline Employees’ Family Interferences on Job Attitudes and Service Outcomes

This study examines the negative spillover effect of hospitality frontline employees’ work-family conflicts on their affective reactions and commitment and on customer satisfaction. As a field survey indicated, frontline employees’ role conflicts between work and family result in less positive affective job-related reactions, decreased emotional attachment to the organization, and lower levels of customer satisfaction. The findings suggest that tourism & hospitality organizations need to be aware of how factors outside the workplace influence service excellence

The Role of Emotions in Service Encounters

This article advances our understanding of the influence of affect in consumers’ responses to brief, non-personal service encounters. This study contributes to the services marketing literature by examining for mundane service transactions the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience. Observational and perceptual data from customers were matched with frontline employees in 200 transaction-specific encounters. The results of this study suggest that consumers’ evaluations of the service encounter correlate highly with their displayed emotions during the interaction and post-encounter mood states. Finally, the findings indicate that frontline employees’ perceptions of the encounter are not aligned with those of their customers. The managerial implications of these findings are briefly discussed

Do Interesting Things Increase Behavioral Intentions? A Test of the Appraisal Structure of Interest and Relationship between Interest and Behavioral Intention: Applications in the Hospitality Industry

The emotion of interest has significant implications for human behavior. However, prior research in interest is limited to the domain of psychology. This study applies the appraisal theory of interest to test the inducers of interest, and the relationship between interest and behavioral intentions. An experiment with hypothetical scenarios in a restaurant setting is to be completed. Stimuli appraised as new and complex and with information about them are proposed to cause interest, and interest is expected to increase behavioral intention. Implications for hospitality managers are briefly discussed

AN EXPLORATORY STUDY ABOUT DEVELOPING ELECTRONIC SERVICE QUALITY MEASURE FOR VISUAL COMPONENTS

The Internet has become a major channel for selling a myriad of products and services. To make the on-line shopping experience more vivid, retailers frequently portray product images and video clips on their Web-sites. Although the dimensions of e-service quality have been studied in various on-line contexts, research focusing on visual images is scant. The purpose of this exploratory study is to examine how consumers evaluate video clips portraying experiential services in the context of commercial Web-sites. Our results indicate that consumers evaluate video clips based on six distinct dimensions: user interaction, aesthetics, customization/personalization, assurance/trust, flexibility and a novel dimension called virtual human interaction

An Investigation of the Effects of Front-Line Employees\u27 Work-Family Conflict on Customer Satisfaction through Exhaustion and Emotional Displays

The present study investigates the distal effects of front-line employees\u27 work-family conflict on customer satisfaction. Based on data from 200 paired employee-customer interactions at six hotels, a Structural Equation Modeling was conducted to test the hypothesized model and the results supported most of our predictions. Specifically, participants\u27 FIW (family interfering with work) was positively linked to physical, emotional, and mental exhaustion, while WIF (work interfering with family) did not have such associations. Further, individuals with higher levels of physical exhaustion were more likely to manage their emotions by faking positive emotions and suppressing negative emotions, whereas participants with higher levels of emotional exhaustion were more likely to fake positive emotions. Although faking positive emotions enhances the employee\u27s role performance, such actions failed to enhance customer satisfaction. The current research extends our knowledge of work-family conflict on employee-customer interactions and suggests that hospitality organizations need to be aware of the critical effects of employees\u27 family affairs on work behaviors and ultimately on customer satisfaction

Become a Fan: A Review of Restaurants\u27 Facebook Fan Pages

Social media has attracted increasing research interests in recent years. It can be used as an effective marketing tool. To the authors’ knowledge, no academic research has been conducted to conceptualize the approach for social media marketing, and the potential effect on customer attitude. Therefore, the current study sets out to propose a conceptual model that articulates the technological affordances of social media. In addition, heuristics triggered by corresponding affordances are introduced. Lastly, to identify the gap between an optimal strategy and the existing practice, this study examined 25 restaurant facebook fan pages. The results indicate that restaurant companies have not yet fully utilized the affordance of social media

Effects of message appeal and service type in CSR communication strategies

Studies highlight the importance of corporate social responsibility (CSR) for companies' stakeholders. Consumers, however, are often unaware of such initiatives. Understanding how to effectively communicate socially responsible initiatives is an important challenge for both researchers and managers, who invest considerable resources in CSR initiatives. This study examines consumers' responses to two types of CSR initiatives (environment-related and employee-based) using two types of message appeals (emotional and rational) across two service types (hedonic and utilitarian). Responses provide data on consumers' awareness of CSR initiatives, attitudes toward the company, perceived company uniqueness, emotional response, and attributions of company motives to engage in CSR activities. Rational appeals more effectively communicate environment-related CSR initiatives, whereas emotional appeals more effectively communicate employee-based CSR initiatives. Effects on consumers' attributions of company motives to engage in CSR are significant in both service types. Finally, rational message appeals affect consumers' CSR awareness and emotional responses in utilitarian service

The Importance of Onboard Features in Cruise Decision Making: A Comparison between Cruisers and Potential Cruisers

An important task for the cruise industry is to convert potential cruisers to cruisers, which may be best accomplished by acknowledging the different features of a cruise that influence the decision making of cruisers and potential cruisers. Using a sample of cruisers and potential cruisers with similar demographics, the researchers found that cruisers and potential cruisers perceive six dimensions of onboard features, but attach different importance to some of the dimensions. The results support the theoretical prediction based on the motivational and knowledge differences between cruisers and potential cruisers

The effects of message framing in CSR advertising on consumers’ emotions, attitudes, and behavioral intentions

While recent research on sustainability communication demonstrates the relevance of message framing, research on the effects of message framing on consumers' emotions is scant. Using the Stimulus-Organism-Response (5-0-R) framework, this paper examines the impact of environmental advertisements (stimuli) on two discrete emotions - hope and guilt - (organism) and how these emotions influence consumers' behavioral intentions (responses). Relying on the prospect theory, this study focuses on positive (gain) and negative (loss) frames. Study 1 shows that, in the context of Corporate Social Responsibility (CSR), a gain message elicits hope while a loss-message triggers guilt. Study 2 shows that both emotions positively influence consumers' attitudes toward the cause; however, only hope affects attitude toward the company. Attitudes toward the cause and the company, in turn, influence consumers' behavioral intentions.info:eu-repo/semantics/publishedVersio

The role of experiential versus material posts

Pinto, D. C., Shuqair, S., Viglia, G., & Mattila, A. S. (Accepted/In press). Reducing resistance to sponsorship disclosure: The role of experiential versus material posts. Journal of Travel Research. --- The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This work received partial support from national funds through FCT (Fundação para a Ciência e a Tecnologia), under the project - UIDB/04152/2020 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.Despite the growing relevance of influencer marketing, recent research suggests that consumers have negative reactions to social media ads. Our research investigates how different types of disclosure (paid partnership vs. in-text disclosure) and post content (experiential vs. material) mitigate consumers’ negative reactions to social media advertisements. Four preregistered studies, drawing on the social exchange theory, reveal how the post content shapes the sponsorship disclosure effects. In particular, we show that a paid partnership (vs. intext) disclosure has a positive impact on consumers’ responses (engagement and purchase intent) and that persuasion resistance mediates the effects. Furthermore, Study 3 reveals that the type of content (experiential vs. material) moderates the effect, such that consumers' negative reactions to sponsorship disclosure are mitigated with experiential (vs. material) content. Overall, our results provide actionable implications for tourism marketers on how to create advertisements in social media, minimizing negative reactions to sponsorship disclosure.authorsversionepub_ahead_of_prin