...Quynh Nguyen; Aaron Yankholmes; Adele Ladkin; Hanaa Osman Purpose This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service failures and recovery attempts by illustrating how...

... customers’ behaviors and emotions. EC also occurs in a general service encounter. The positive emotions displayed by service employees, such as a smile, a humble gesture or polite behavior, may act as an EC which affects customers’ tipping behavior (Whaley et al., 2019a , 2019b). Pugh (2001...

... sector to enhance the tourist experience through managing the service encounter between tourism service representatives and tourists. Design/methodology/approach A review of the relevant literature on EI and tourism is undertaken to understand the link between EI and tourist experience. The paper begins...

... Emotional intelligence is proposed to be incepted into the tourism context through its influence on the service encounter between tourism service representatives and tourists. Originality/value The paper provides a fresh view on tourist experience and suggests applying emotional intelligence...

... (staff: robot/human personal personnel) × 3 (head tilt: left/right/straight) full factorial design, while cross-examining participants’ cultural dimensions 2 (power distance: high/lower) × 2 (gender: male/female) during the service encounter. Findings Overall, it was found that male and female...