Emotion regulation research in hospitality and tourism

Abstract

Purpose This paper aims to develop a comprehensive model on intra- and interpersonal emotion regulation (ER) in hospitality and tourism (H&T) service encounters. Design/methodology/approach A critical review and reflection of ER research from multiple disciplines was conducted. Methodologies appropriate for investigating ER were also reviewed. Findings A comprehensive framework was proposed to outline key influential factors, processes and consequences of intra- and interpersonal ER in service encounters in the H&T industry. Methodologies integrating advanced tools were suggested to measure complex and dynamic emotion generation and regulation processes in social interactions from a multimodal perspective. Research limitations/implications The researchers developed a comprehensive conceptual model on both intra- and interpersonal ER based on a critical review of the most recent psychological research on ER. Various theoretical and methodological considerations are discussed, offering H&T scholars a solid starting point to explore dynamic emotion generation and regulation processes in complex social settings. Moreover, the model provides future directions for the expansion of ER theories, which have been mostly developed and tested based on laboratory research. Originality/value The proposed model addresses two critical issues identified in emotion research in the H&T field: the lack of a dynamic perspective and the neglect of the social nature of emotions. Moreover, the model provides a roadmap for future research.

Facial emotion recognition research in the hospitality and tourism industry: a thematic content analysis

“…Kong et al (2023) underscored the significance of accessing numerous data points through AI. In the hospitality and tourism industry, researchers have explored AI applications with robots (Ivanov et al, 2020), FER (Hsu et al, 2023), 3D food printing (Nassar and Fouad, 2022), acceptance of artificial intelligence (Huang et al, 2022), adoption of service robots (Gonz alez-Rodr ıguez et al, 2020), and the effects of AI on tourist experiences (Limna, 2022), among other areas. These studies collectively emphasize the pervasive influence of AI technologies within this industry.…”

“…In the hospitality and tourism industry, researchers have explored AI applications with robots (Ivanov et al. , 2020), FER (Hsu et al. , 2023), 3D food printing (Nassar and Fouad, 2022), acceptance of artificial intelligence (Huang et al.…”