When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality

Detalhes bibliográficos
Autor(a) principal: Guerreiro, Patrícia da Fonseca
Data de Publicação: 2020
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/96487
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research e CRM
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spelling When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitalityBooking cancellationsInterpersonal relationshipsCommunal relationshipsCommunicationsEmployee-guest relationshipsDissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research e CRMWhile prior research suggests that interpersonal relationships with hotel employees are beneficial in the hospitality context, this paper suggests otherwise. Drawing on the relationship norms theory, we propose under which conditions interpersonal relationships can increase or lessen guests’ booking cancellation intentions and behavior. This research reports the findings of two studies. Study 1 includes a pretest based on hospitality professionals’ interviews (Study 1 - Pretest, N = 20), and a survey for hospitality customers (Study 1 - Survey, N = 305); Study 2 uses a real dataset of a large European hotel chain (Field Study 2, N = 300,000). We reveal that employee-guest communal relationships, triggered either by interpersonal communication (Study 1) or by a satisfactory interpersonal interaction during the stay (Study 2), can affect guests’ future booking cancellation behavior and intentions. Conversely to managerial practice and theoretical guidance, we found that communal employee-guest relationships driven by interpersonal interaction might indeed increase booking cancellation. We propose that since consumers feel closer to the service provider in a communal relationship, they feel no moral obligation or regret in canceling the booking. The findings provide support for our theoretical account, showing that perceived moral obligation and tendency-to-regret moderate the negative effect of interpersonal interaction on booking cancellations. While moral obligation reduces the negative effect of interpersonal interaction on cancellations, tendency-to-regret increases this effect. Theory and practical implications are discussed for hotel managers and marketers. By doing so, we extend previous findings on interpersonal relationships in hospitality research, showing under which conditions, interpersonal relationships between hotel employees and guests can affect booking cancellations.Pinto, Diego CostaJesus, Frederico Miguel Campos Cruz Ribeiro deRUNGuerreiro, Patrícia da Fonseca2023-04-02T00:30:39Z2020-04-022020-04-02T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/96487TID:202483789enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:44:07Zoai:run.unl.pt:10362/96487Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:38:35.483881Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
title When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
spellingShingle When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
Guerreiro, Patrícia da Fonseca
Booking cancellations
Interpersonal relationships
Communal relationships
Communications
Employee-guest relationships
title_short When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
title_full When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
title_fullStr When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
title_full_unstemmed When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
title_sort When interpersonal relationships backfire: understanding the drivers of booking cancellations in hospitality
author Guerreiro, Patrícia da Fonseca
author_facet Guerreiro, Patrícia da Fonseca
author_role author
dc.contributor.none.fl_str_mv Pinto, Diego Costa
Jesus, Frederico Miguel Campos Cruz Ribeiro de
RUN
dc.contributor.author.fl_str_mv Guerreiro, Patrícia da Fonseca
dc.subject.por.fl_str_mv Booking cancellations
Interpersonal relationships
Communal relationships
Communications
Employee-guest relationships
topic Booking cancellations
Interpersonal relationships
Communal relationships
Communications
Employee-guest relationships
description Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research e CRM
publishDate 2020
dc.date.none.fl_str_mv 2020-04-02
2020-04-02T00:00:00Z
2023-04-02T00:30:39Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/96487
TID:202483789
url http://hdl.handle.net/10362/96487
identifier_str_mv TID:202483789
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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