Tourist Research Center (TRC) Meeting in Palma de Mallorca
Center for Advanced Studies’ head Harald Pechlaner participated together with Anna Scuttari at the Tourist Research Center (TRC) Meeting in Palma de Mallorca, Spain, from April 4th to7th 2019. The annual TRC meeting, a regular appointment of the TRC association, founded in the mid 1960s, has the main scope to promote exchange of research experience in tourism and to encourage forms of co-operation among members. Prof. Harald Pechlaner and Dr. Anna Scuttari contributed with a speech on the role of facial action coding systems in the analysis of host-guests interactions. The paper investigated the service recovery paradox from an emotional perspective: what do guests feel while a poor service is provided and then compensated at the reception desk? Which emotions arise and when while rewarding a customer after a service failure? The use of technology, and particularly facial action coding systems can support investigations in this field, because it can read from customers’ facial expressions basic emotions as well as their development over time. Such observation techniques enlighten uncovered aspects of affect and emotional intelligence in tourism. Their use in research and ethical implications were widely discussed during the conference. Speakers from disciplines such as management, econometrics, ethnography, tourism studies, and geography were providing enlightening feedbacks on the strengths and weaknesses of applying of these innovative technologies in the tourism field.