Nonverbal behaviour as driver of reciprocity in a hospitality encounter: A video elicitation study

EasyChair Preprint 4805

Abstract

To investigate the components of reciprocity in guest-employee dyadic nonverbal behaviour, we conducted four video-elicited focus group discussions with 12 hotel guests and 12 hotel employees. Through the six-step inductive thematic analysis, we identified three components in which the construction of reciprocity was manifested: mutual recognition, meaning exchange, and trust building. The study contributes to the extant literature by understanding reciprocity from the perspective of nonverbal cues exchange, and adds to the growing body of knowledge on consumer experience in hospitality management.

Keyphrases: consumer experience, nonverbal behaviour, reciprocity, social psychology

@booklet{EasyChair:4805,
  author    = {Mohammad Shahidul Islam and Ksenia Kirillova},
  title     = {Nonverbal behaviour as driver of reciprocity in a hospitality encounter: A video elicitation study},
  howpublished = {EasyChair Preprint 4805},
  year      = {EasyChair, 2020}}