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- W3087435678 abstract "Although the Service-Dominant Logic literature hinted on the importance of nonverbal language for value co-creation, nonverbal communication as an experience co-creation component has not been explicitly addressed in either hospitality and tourism or general management context. Through the constructivist lens, this research focuses on kinesics, which is the most noticeable component of nonverbal communication, in hotels as a medium of experience co-creation in the guest-employee dyad. Four video-elicitation focus groups, with 12 hotel employees and 12 guests, found reciprocity (mutual recognition, insight exchange, expectation formation) and engagement (customized attention, relationship building, a sense of affinity) as two major dimensions of kinesic experience. Furthermore, employees' imperative and guests' complacent cues act as value triggers, contributing to experience co-creation between guests and employees. Based on empirical results and related literature, the framework of experience co-creation centred on kinesics is proposed; practical implications regarding frontline employees’ nonverbal communication competencies are discussed." @default.
- W3087435678 created "2020-09-25" @default.
- W3087435678 creator A5015633740 @default.
- W3087435678 creator A5072048487 @default.
- W3087435678 date "2021-12-01" @default.
- W3087435678 modified "2023-10-13" @default.
- W3087435678 title "Nonverbal communication in hotels as a medium of experience co-creation" @default.
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- W3087435678 doi "https://doi.org/10.1016/j.tourman.2021.104363" @default.
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