Short presentation that I gave at the EuroCHRIE conference 2009 in Helsinki regarding an exploratory study made to differentiate emotional experiences in hotels and how the results helped in the process of designing more appropriate tools to measure these emotions.
3 pillars of emotional reactions: Physiological arousal Motor expression Subjective feeling This is the one we concentrate in
This is why we worked together with Susa Group and the TU Delft in trying to develop such tools
A discrete model of 14 emotions was used (Desmet) Social context emotions Material context emotions Expectation based emotions General well beingbut the respondents were given the liberty to write down their own emotion too.More details of the survey process can be found on the paper
Approximately 116 people participated
Reports were divided into 21 differenttypes of eliciting conditionsSome emotions were more often associated with a particular eliciting conditionaversion = hygieneEnjoyment = complimentary items or nice viewFor actual numbers, refer to the working paper
Mention 3 most salient positive and negativeUnpleasant emotions can serve as signals for failing service quality and related conditions as possibilities for improvements. Pleasant emotions can serve as source of inspiration and as indicators for the hotel’s main strengths For actual numbers, refer to the working paper
Characters selection from most salient emotionsDeveloped following a scientific process of analysis, design and validation
Advantages:NO predefinedquestion, so people have the freedom to trully report on anything they seeThe hotspots outcomes give a general idea of which items should be further explored
Emoments was the prototype name
We are currently developing protocols that can be used to properly analyze the data collected.The advantage of such a tool is that the emoments are captured as they happen, and is flexible enough to capture all sorts of stimuli