Humour in supplier-customer interactions:
Humour in supplier-customer interactions:
the views of Australian tourism operators
Author(s): Anja Pabel, Philip L. PearceSubject(s): Anthropology, Social Sciences, Communication studies, Sociology, Cultural Anthropology / Ethnology, Marketing / Advertising, Tourism
Published by: Krakowskie Towarzystwo Popularyzowania Wiedzy o Komunikacji Językowej Tertium
Keywords: humour; tourism management; tourism operator; customer service; customer interactions;
Summary/Abstract: Much of the literature on the tourism-humour relationship focuses on the perceptions oftourists. Little research exists on the views of tourism operators. The aim of this study is toreport on feedback provided by tourism industry stakeholders after they participated in aworkshop intended to enhance their knowledge of humour and its use in customer interactions.Three interactive workshops were held with 23 participants for the purpose of informingtourism personnel how to use humour effectively when interacting directly with customers. Thetourism operators’ perspectives are used to highlight ways humour can be used as a strategictool for customer engagement.
Journal: The European Journal of Humour Research
- Issue Year: 7/2019
- Issue No: 3
- Page Range: 84-100
- Page Count: 17
- Language: English