IIARD International Institute of Academic Research and Development

IIARD International Journal of Economics and Business Management (IJEBM )

E-ISSN 2489-0065
P-ISSN 2695-186X
VOL. 4 NO. 5 2018

---

Emotive Effort and Corporate Reputation in Hospitality Sector in Port Harcourt, Nigeria

Chinda, C. N, Akintokunbo, Y. Oluwatosin, & Akintokunbo, O. Odunayo

---

Abstract

The study investigated the association between emotive effort, and corporate reputation in hospitality sector in Port Harcourt. It adopted a cross sectional survey design. The population consists of three hundred and eighty (380) staff of hospitality firms. The sample size of the study was one hundred and ninety one (191) determined using the Krejcie and Morgan table which was subjected to a face and content validity test by the researchers and experts from the academia. While the reliability test, was established using Cronbach alpha model score of 0.858, indicating the authenticity of the instrument used. Two hypothetical questions were developed for this study. Hence, the method of analysis was Pearson moment Correlation Coefficient. The study concludes that there is a weak and positive relationship, between emotive effort and corporate reputation in hospitality sector. Therefore, it was recommended that hospitality sector should consider educating workers on the benefits of demonstrating the required emotion during inter personal transactions, as this would foster wealth, add more attribute to the company’s brand and service, but as well retain potential customers who might be exposed to aggressive competitors.

---

References:

Aaker A. David, (1991). Managing Brand Equity, the Free Press, New York.

Bab?anová, D., (2010). Proposal of Brand Building and Brand Management Methodology
of Industrial Plants: Dissertation Thesis, MTF STU, Bratislava.

Badenhausen K. (1996). Blind Faith, Financial World, 50–55.

Batra R. & Homer M., P. (2004). The Situational Impact of Brand Image Beliefs, Journal of
Consumer Psychology, Lawrence Erlbaum Associates Inc., 1.

Brown, T. J., Dacin, P. A., Pratt, M. G., & Whetton, D. A. (2006). Identity, intended image,
construed image and reputation: An interdisciplinary framework and suggested
terminology. Journal of the Academy of Marketing Science, 34, (2), 99-106.

Bick, G., Jacobson, M. C., & Abratt, R. (2003). The corporate identity Management
process revisited. Journal of Marketing Management, 19, 835-55.

Caruana, A. (1997). Corporate reputation: concept and measurement. Journal of Product
and Brand Management, 6(2), 109-180.

Caruana, A. (2002). Service loyalty: the effects of device quality and the mediating role of
customer satisfaction. European Journal of Marketing.

Chernatony L. De M., McDonald. (1992). Creating Powerful Brands, Butterworth-
Heinemann, Oxford, 133.
Davies, G., & Miles, L. (1998). Reputation Management: Theory versus Practice. Corporate
Reputation Review, 2(1), 16-28.

Devine, I., & Halpern, P. (2001). Implicit Claims: The Role of Corporate Reputation in
Value Creation. Corporate Reputation Review, 4(1), 42-51.

De Chernatony, L. (2010). From Brand Vision to Brand Evaluation. The Strategic Process
of Growing and Strengthening Brands (3rd ed.). United States of America.

Fombrun, C.J. (2012). The Building Blocks of Corporate Reputation: Definitions,
Antecedents, Consequences. In ML Barnett and TG Pollock (Eds), the Oxford
Handbook of Corporate Reputation: Oxford: Oxford University Press, 94-113.

Hatch, M. J., & Schultz, M. (1997). Relationship between organizational culture identity and
image. European Journal of Marketing, 31(5/6), 356-365.

Hochschild, A. (1983). The managed heart: commercialization of human feeling,
University of California Press, Berkeley.

Keller K. L., (1993). Conceptualizing, measuring, and managing customer- based brand
equity, Journal of Marketing, 57, 1–22.

Keller, K. L., Heckler, S. E. & Houston, M. J. (1998). The Effect of Brand Name
Suggestiveness on Advertising Recall. Journal of Marketing, 62, 48-57.

Kort M. Peter, Caulkins P., Jonathan, Hartl F., Richard & Feichtinger G. (2005). Brand Image
and Brand Dilution in the Fashion Industry, 3.

Kruml, S.M. & Geddes, D. (2000). Exploring the dimensions of emotional labour: the heart of
Hochschild’s work, Management Communication Quarterly, 14, (1) 8-49.

Meijman, T. F., Mulder, G. Drenth, P. J. D., & Thierry, H. (1998). Psychological aspects
of workload, Handbook of work and organizational psychology: Work psychology
Hove England, Psychology Press. 2, 5-33.

Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of
Satisfaction Decisions. Journal of Marketing Research, 17(November), 460-469.

Parasuraman, A., V. Zeithaml and L. Berry 1985. A conceptual model of service quality and
its implications for future research. Journal of Marketing. 49 (4). 41–50.

Parasuraman, A., V. Zeithaml and L. Berry 1994. Reassessment of expectations as a
comparison standard in measuring service quality: implications for future research.
Journal of Marketing. 58(1). 111–124.

Patrick Asubonteng, Karl J. McCleary and John E. Swan (1996). Servqual revisited: a
critical review of service quality. The Journal of Services Marketing, 10 (6), 62-81
© mcb university press, 0887-6045

Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role:
Academy of Management Review, 12, 23-37.

Rosenberg, M. (1990). Reflexivity and emotions. Social Psychology Quarterly, 53(1), 3-
12
Tan, H. (2007). Does Reputation Matter? Corporate Reputation and Earnings Quality
(Electronic version). Social Science Research Network (SSRN). (Online)
Available:http://papers.ssrn.com/ sol3/papers.cfm? abstract_id=1013127 & rec=1
& srcabs =628261 (September 18, 2009)

Yanay, N. & Shahar, G. (1998). Professional feelings as emotional labor. Journal of
Contemporary Ethnography, 27, 346-373.

DOWNLOAD PDF

---

Back