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.

中文翻译：

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酒店和旅游中的客户情感研究：概念化、测量、前因和后果

目的

为了澄清情绪诱发过程中的不一致之处并提出推进情绪研究的途径，本研究旨在对酒店和旅游管理学科领域的情绪研究进行系统回顾。

设计/方法/方法

本研究分析了 2004 年至 2019 年在 37 种期刊上发表的 178 篇与酒店和旅游相关的情绪相关文章，提供了出版渠道和轨迹、研究环境、情绪概念化、情绪测量、前因和后果分类的系统综合.

发现

关于情绪的诱发，很多研究忽视了主流学科中情绪研究的发展，仍然认为外部刺激是情绪的直接原因。许多研究将客户情绪概念化为积极或消极，这忽略了具有相同效价的离散情绪之间的细微差别。此外，情绪量表很大程度上是从心理学中借用的，而没有考虑好客和旅游环境的具体特征。在方法论上，大多数研究采用单一测量镜头，包括自我报告、生理或表达行为测量。

研究限制/影响

文献分析突出了酒店和旅游背景下未来情感研究的三个主要领域。

原创性/价值

以前的评论是叙述性的，只涉及特定的兴趣领域，使它们无法解释系统的文献识别过程是如何进行的。本系统综述是最早对 15 年来酒店和旅游中的情感研究进行概述的系统综述之一。通过从情绪评估理论中汲取见解，本综述解决了当前酒店和旅游文献中对情绪诱发过程的常见误解。