It is all about the emotional state: Managing tourists’ experiences

Disappointment in tourism: Perspectives on tourism destination management

“…In hospitality and the service environment, undesired incidents are known to happen, and these must be handled immediately (BrunnerSperdin & Peters, 2009;Brunner-Sperdin, Peters, & Strobl, 2012;Mattila & Ro, 2008). To keep and increase a destination's competitiveness, the effects and consequences of unpleasant incidents must be understood by service suppliers and destination managers.…”

Emotions' Impact On Tourists' Satisfaction with Ski Resorts: The Mediating Role of Perceived Value

“…The respondents were approached on the terraces of the bars, hotels and restaurants of the station and this was done in agreement with these establishments' managers. As such, the research constructs were measured "in-process", that is to say during the consumption experience, in order to avoid the influence of special moments of the guests' experience such as peak or final moments (Brunner-Sperdin et al, 2012). The questionnaires were self-completed by the respondents.…”

Guest editorial

“…However, many services researchers reported that cognitive models are limited in their ability to explain service encounter assessment (Brunner-Sperdin et al, 2012;Dong and Siu, 2013). They suggest that service experience evaluation is both cognitive and emotional (Edvardsson, 2005;Han and Jeong, 2013).…”

“…Despite their valuable role in modeling consumer attitudes and behaviors in service settings, the focus on customers' emotional reactions to service encounters is currently lacking (Brunner-Sperdin et al 2012;Ladhari, 2009). This special section intends to provide a few insights.…”