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Emotions in outsourcing. An empirical study in the hotel industry

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Date
2009
Dewey
Marketing
Sujet
Hotel; Relational norm; Switching cost; Supplier switching; Outsourcing; Emotion
JEL code
L83; M11; M54
Journal issue
International Journal of Hospitality Management
Volume
28
Number
3
Publication date
09-2009
Article pages
367-373
Publisher
Elsevier
DOI
http://dx.doi.org/10.1016/j.ijhm.2008.10.005
URI
https://basepub.dauphine.fr/handle/123456789/1505
Collections
  • DRM : Publications
Metadata
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Author
Nogatchewsky, Gwenaëlle
Donada, Carole
Type
Article accepté pour publication ou publié
Abstract (EN)
This research aims to analyze the role of positive and negative emotions in decisions about supplier switching in the hotel industry. It shows how, in addition to switching costs and relational norms, positive emotions, such as happiness, empathy, gladness and satisfaction, also act as switching barriers and influence the likelihood of supplier switching. The findings also provide evidence that psychological factors moderate the influence of economic and relational factors. The empirical study was conducted in hotels and restaurants in two tourist areas of Asia and Europe: the Antalya Coast in Turkey and the French Riviera.

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