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Emotions in outsourcing. An empirical study in the hotel industry

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  • Nogatchewsky, Gwenaëlle
  • Donada, Carole
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    Abstract

    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.

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    Bibliographic Info

    Paper provided by Paris Dauphine University in its series Economics Papers from University Paris Dauphine with number 123456789/1505.

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    Date of creation: Sep 2009
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    Publication status: Published in International Journal of Hospitality Management, 2009, Vol. 28, no. 3. pp. 367-373.Length: 6 pages
    Handle: RePEc:dau:papers:123456789/1505

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    Web page: http://www.dauphine.fr/en/welcome.html
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    Related research

    Keywords: Hotel; Relational norm; Switching cost; Supplier switching; Outsourcing; Emotion;

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