Emotions in outsourcing. An empirical study in the hotel industry
Nogatchewsky, Gwenaëlle; Donada, Carole (2009), Emotions in outsourcing. An empirical study in the hotel industry, International Journal of Hospitality Management, 28, 3, p. 367-373. http://dx.doi.org/10.1016/j.ijhm.2008.10.005
Type
Article accepté pour publication ou publiéDate
2009Journal name
International Journal of Hospitality ManagementVolume
28Number
3Publisher
Elsevier
Pages
367-373
Publication identifier
Metadata
Show full item recordAbstract (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.Subjects / Keywords
Hotel; Relational norm; Switching cost; Supplier switching; Outsourcing; EmotionRelated items
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