Nonverbal Communication in Hotel Service Encounters
Arab Student Trainees' Perspectives
Bibliographic Data
| ID | 17721997 |
|---|---|
| Authors | Luqman Rababah (0000-0002-3871-3853, Jadara University), Mahmoud Ali Ibrahim Rababah (Al-Balqa Applied University), Mahmoud Ali Rababah (0000-0002-0930-4030, Jadara University) |
| Year | 2025 |
| Volume | 26 |
| Issue | 1 |
| Pages | 89-95 |
| Publication date | 2025-05-31 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Tourism Culture & Communication (JOURNAL) |
| Journal identifiers | ISSN: 1098-304X • E-ISSN: 1943-4146 |
| Publisher | Cognizant, LLC (PUBLISHER) |
| DOI | 10.3727/194341425x17464547984396 |
| OpenAlex | W4410910256 |
| Language | EN |
| References cited | 12 |
Nonverbal behaviors provide cues that illuminate the literal meaning of words, convey emotions, and help build rapport with others. This study explores how hotel trainees perceive nonverbal communication in hotel service encounters (HSEs). The purposively selected sample for this study consists of 12 student-trainees undergoing training in five-star hotel service encounters in Jordan. They were interviewed to gather their views on polite nonverbal behaviors in HSEs. The findings revealed that the trainees consider nonverbal channels as crucial as verbal behaviors. Elements such as smiles, eye contact, tone of voice, gazing, and posture instill confidence in guests, indicating the trainees' attention, care for the guests, and eagerness to provide excellent service. The trainees' responses reflected a range of beliefs influenced by Arabic social conventions and Islamic religious ideologies of polite behavior. Additionally, the trainees emphasized the importance of maintaining lubricant and impersonal relationships by paying attention to each other's faces
Advertising · Business · Nonverbal communication · Pedagogy · Political science · Public relations · Service (business) · Sociology · Tourism · Communication · Customer Service Quality and Loyalty · International Student and Expatriate Challenges · Marketing · Psychology · Socioeconomic Development in MENA
| Citation velocity | historical |
|---|---|
| Highly cited | No |