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Published

2024-10-25

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Vol. 9 No. 10 (2024): Published

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Research Articles

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How to Cite

Rellon, M. P. (2024). Language of emotions: Establishing connection with customers in tourism industries. Environment and Social Psychology, 9(10). https://doi.org/10.59429/esp.v9i10.3029

Language of emotions: Establishing connection with customers in tourism industries

Maricar P. Rellon

School of Business and Management, J H Cerilles State College Pagadian City, Zamboanga Del Sur, 7016, Philippines


DOI: https://doi.org/10.59429/esp.v9i10.3029


Keywords: emotional connection, effective communication, tourism industry, language of emotion, emotional intelligence, customer

Abstract

Establishing a deep connection to customers is crucial in the highly competitive tourism industry. Service providers in the tourism industry must be good expressive communicators in order to deliver a better product and enhance the customer’s experience. This qualitative study explores the significance of the 'Language of Emotions' in the tourism industry, including the use of empathy, emotional intelligence, and effective communication to comprehend and address the emotional requirements of consumers. Tapping twelve (12) frontline tourism industry workers with at least three years of experience and twelve (12) tourists who made six purchases of tourism-related goods in the previous two years totaling to 24 respondents via purposive sampling, results of this study implies that tourism industry professionals can use this language to develop unique experiences, cultivate client loyalty, and accelerate company expansion. Personalized service delivery, emotional engagement, and attentive listening are some strategies. The study also highlights the necessity of providing personnel with communication and emotional intelligence training. The usefulness and difficulties of applying the "Language of Emotions" are covered in the conclusion, along with suggestions for further study and use. For tourism industry experts looking to improve client satisfaction and loyalty through emotional connections, this research provides insightful information.

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