특급 호텔 고객의 지각된 공감이 정서적 경험에 미치는 영향

Abstract

This study examines the influence of hotel guest's perceived cognitive and emotional empathy on their emotional experience in the luxury hotels. The subjects of the study are domestic and foreign guests who have recently complained to employees of luxury hotels in Korea. 173 data samples were collected from July to August 2013. The results show that the guests' perceived cognitive and emotional empathy partially influence their emotional experience. Specifically, cognitive processing was the most significant factor increasing positive emotional experiences. Meanwhile cognitive sensing among the empathy factors had the greatest effect on decreasing the negative emotional experience. Emotional contagion showed a moderate influence on creating lowly activated emotional experiences. The findings indicate that empathetic service should be offered in order to increase more positive emotional experiences, as well as to decrease negative emotional experiences in the whole luxury hotel service process. Guests' emotional experience should be addressed by empathetic understanding between the service employee and the guest.