| 1. |
- Ek, Richard, et al.
(author)
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The emotional labor of the co-created tourism experience
- 2020
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In: The Routledge Handbook of Tourism Experience Management and Marketing. - : Taylor & Francis. - 9780429203916
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Book chapter (other academic/artistic)abstract
- Emotional labor has for decades been addressed in tourism studies and tourism management. Coined by Arlie Hochschild, the concept has been discussed in relation to tourism and hospitality service work and has predominantly been regarded as a clear-cut social interaction between employee and customer with an employer in the background. Emotional labor is something that has to be formalized in a certain way in order to be addressable from a managerial rationality. However, in contemporary capitalism, with the rise of neoliberalism, the experience economy and the sharing economy, the clear-cut interaction mentioned above does not apply to the same degree. The employee can just as well be his or her own employer, and at the same time find himself or herself regulated by mobile technologies and digital software characteristic of sharing economy platform arrangements. Emotional labor as a societal phenomenon needs to be rethought. To some degree this has been done in tourism studies, but this research is still in its infancy. In particular, there is a lack of more nuanced takes on emotional labor in the tourism sharing economy. This chapter offers such a take on emotional labor, highlighting the emotional labor of being an Airbnb host as a case.
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| 2. |
- Jernsand, Eva Maria, 1967, et al.
(author)
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Learning through extraordinary tourism experiences
- 2020
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In: The Routledge handbook of tourism experience management and marketing. Saurabh Kumar Dixit (red.). - Abingdon, Oxon ; New York, NY : Routledge. - 9780429203916 ; , s. 173-182
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Book chapter (peer-reviewed)abstract
- Extant research has demonstrated that learning is a core element underlying extraordinary experience since it enriches the experience and makes it more meaningful. Despite being a critical element in such experience, the literature provides few answers to how and in what situations tourists learn, in particular how extraordinary experience is related to learning. Hence, the purpose of this study is to understand how tourists learn through extraordinary experience. Learning theories emphasize a process where the learner’s beliefs are challenged and experiences are made sense of, which make them useful in relation to intellectually engaging and transformative extraordinary experiences. Two illustrative different cases, an oyster experience on the West Coast of Sweden and a guided tour in Kisumu, Kenya, are used to demonstrate how learning takes place for tourists engaged in extraordinary experience. The findings show that tourists involved in extraordinary experiences are more likely to learn by being in a stimulating environment where learning is enhanced through three mutually inclusive elements: (1) engagement, (2) critical moments and (3) reflection.
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