El empleado como gestor de las emociones de los huéspedes

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Abstract

Las emociones y las experiencias turísticas marcan tendencia en materia de investigación sobre la satisfacción de los clientes en las empresas hoteleras, principalmente debido a la evolución de la sociedad de la información y del conocimiento en una sociedad que busca experiencias emocionales durante el consumo de productos y servicios. En este contexto se puede señalar que se tiende a consumir emociones y experiencias. Por lo tanto, los productos y servicios turísticos diferenciados están a disposición de los consumidores para que puedan satisfacer sus necesidades para vivir experiencias y emociones diferenciadas. Este artículo tiene por objeto proponer una metodología para analizar la gestión de las emociones de los huéspedes bajo el sesgo del empleado. Se entiende que la importancia de este punto de vista se debe a la conexión que el empleado tiene con el cliente para proporcionar un servicio que es de gran importancia para la gestión de las emociones de los huéspedes. En cuanto a la metodología de la investigación se utilizó el role play, storyboard y storytelling desarrollado a partir del enfoque del Design Thinking. Como resultado cabe afirmar decir que el método propuesto para evaluar la gestión de las emociones de los huéspedes dentro de los emprendimientos hoteleros es eficaz.

Translated abstract

Emotions and tourist experiences are in vogue in the researches about guests' satisfaction in the hotel enterprises, mainly due to the evolution of information society and knowledge for a society that seeks emotional experiences during the consumption of products and services. In this context, it can be said that there is a tendency for the consumption of emotions and experiences. Thus, differentiated tourism products and services are available to consumers so that they can satisfy their needs to live different experiences and emotions. This article aims to propose a methodology to analyze the management of guests' emotions under the employee's perspective. It is understood that the importance of this perspective it's due to the connection that the employee has with the customer to provide a service, which is of great importance for the management of the guests' emotions. As regards the research methodology we have used the role play, storytelling and storyboard developed from the approach of Design Thinking. As a result, it was found the effectiveness of using the proposed method to assess the management of emotions guest within the hotel businesses.

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Most cited references 89

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Evolutionary explanations of emotions.

R Nesse (1990)

Emotions can be explained as specialized states, shaped by natural selection, that increase fitness in specific situations. The physiological, psychological, and behavioral characteristics of a specific emotion can be analyzed as possible design features that increase the ability to cope with the threats and opportunities present in the corresponding situation. This approach to understanding the evolutionary functions of emotions is illustrated by the correspondence between (a) the subtypes of fear and the different kinds of threat; (b) the attributes of happiness and sadness and the changes that would be advantageous in propitious and unpropitious situations; and (c) the social emotions and the adaptive challenges of reciprocity relationships. In addition to addressing a core theoretical problem shared by evolutionary and cognitive psychology, explicit formulations of the evolutionary functions of specific emotions are of practical importance for understanding and treating emotional disorders.