Customer emotion research in hospitality and tourism: conceptualization, measurements, antecedents and consequences

Purpose - To clarify inconsistencies in the emotion elicitation process and to suggest avenues for advancing emotion research, this study aims to conduct a systematic review of emotion research in the subject area of hospitality and tourism management. Design/methodology/approach - This study analyzes 178 emotion-related articles published in 37 journals from 2004-2019 in the context of hospitality and tourism, providing a systematic synthesis of publication outlets and trajectories, research settings, the conceptualization of emotion, emotion measurement, classifications of antecedents and consequences. Findings - Regarding the elicitation of emotions, many studies ignore the developments in emotion research in the mainstream discipline and still consider external stimuli as the direct causes of emotion. Numerous studies conceptualize customer emotion as positive or negative, which overlooks the nuances between discrete emotions with the same valence. Additionally, emotion scales are largely borrowed from psychology without considering the specific characteristics of the hospitality and tourism context. Methodologically, most studies take a single-measure lens with either a self-report, physiological or expression behavior measure. Research limitations/implications - The analysis of the literature highlights three main areas for future emotion studies in the hospitality and tourism context. Originality/value - Previous reviews are narrative and only address specific areas of interest, rendering them incapable of explaining how a systematic literature identification process was conducted. The present systematic review is among the first to provide an overview of emotion studies in hospitality and tourism over a 15-year period. By drawing insights from appraisal theories of emotions, this review addresses common misunderstandings concerning the emotion elicitation process in the current hospitality and tourism literature.

Automated summary

This study conducted a systematic review of emotion research in hospitality and tourism management, analyzing 178 emotion-related articles published from 2004-2019. Findings show that many studies overlook developments in emotion research and simplify customer emotions as positive or negative, ignoring nuanced differences between discrete emotions with the same valence. Additionally, the borrowed emotion scales from psychology may not fully capture the specific characteristics of the hospitality and tourism context.