情商
前因(行为心理学)
情感劳动
价值(数学)
旅游
心理学
情绪传染
情绪衰竭
适度
情绪能力
社会心理学
构造(python库)
机器学习
法学
程序设计语言
倦怠
临床心理学
计算机科学
政治学
作者
Daniela Buzova,Silvia Sanz Blas,Amparo Cerverá Taulet
标识
DOI:10.1080/13683500.2022.2064837
摘要
The aim of this research is to delineate the co-creation of emotional value in a guided tour experience from a customer-dominant logic perspective by exploring the interactions among tour guides’ emotional labour, tourists’ emotional intelligence and emotional participation. Two theoretically plausible roles of tourists’ emotional intelligence are examined: (1) antecedent of emotional participation and (2) moderator of the relationship between guide’s emotional labour and tourists’ emotional participation. The structural models were tested on a sample of 270 tourists participating in a guided tour in Valencia, a city on the eastern Mediterranean coast of Spain. The results confirmed the expected emotional contagion effect between tour guide’s emotional labour and tour members’ emotional participation. The research also provided empirical evidence of the direct impact of tourists’ emotional intelligence on emotional participation, thus supporting the antecedent role of the construct and not its theorized moderating effect. The findings emphasize the dyadic nature of the emotional value creation in a guided tour experience and challenge the traditional view that its success is only dependent on the service provider’s (i.e. tour guide) emotional skills.
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