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All Journal E-Journal of Tourism
Christine PETR
IAE Bretagne Sud Vannes, LEGO, France
Arts Humanities

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Facial Expression as Emotional Diagnostic (FEED): New Opportunities for Tourism and Hospitality (A Literature Review) Charlotte De Sainte Maresville; Christine PETR
E-Journal of Tourism Volume 11 Number 1 (March 2024)
Publisher : Centre of Excellence in Tourism Udayana University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24922/eot.v11i1.114484

Abstract

Facial expressions can be used to understand the emotional needs of tourist travelers. Interpreting facial expressions allows for customizing offers, enhancing emotional engagement, and obtaining customer evaluations. To guide stakeholders in the tourism industry in effectively integrating this technology, this article presents the potential of using facial expressions in tourism. The present approach (Facial Expression as Emotional Diagnostic: FEED) consists of 4 steps: 1) emotional diagnosis, 2) pre-experience customization, 3) emotional engagement during the experience, and 4) customer satisfaction measures. By distinguishing between online and offline situations, we unfold these 4 steps of the FEED process. Further research will address associated technical and ethical challenges, including algorithmic biases and privacy concerns.
Co-Authors Charlotte De Sainte Maresville