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Customers’ emotions in real time: measuring affective responses to service and relationship quality at the reception desk(2018)Purpose. The purpose of this paper is to explore customers’ emotions during a host-guest interaction at the reception desk of a hotel. Guests’ emotional responses are analysed in real time to understand their link to ...
Assessing the tourism-traffic paradox in mountain destinations: A stated preference survey on the Dolomites passes (Italy)(2019)In ecologically sensitive but tourism-intensive areas, transport policymakers face the paradox of understanding the need to minimize transport-related impacts, yet being practically unable to change the status quo. This ...