How may I help you? Behavior and impressions in hospitality service encounters

Détails

ID Serval
serval:BIB_386783FE6B6E
Type
Actes de conférence (partie): contribution originale à la littérature scientifique, publiée à l'occasion de conférences scientifiques, dans un ouvrage de compte-rendu (proceedings), ou dans l'édition spéciale d'un journal reconnu (conference proceedings).
Collection
Publications
Institution
Titre
How may I help you? Behavior and impressions in hospitality service encounters
Titre de la conférence
19th ACM International Conference on Multimodal Interaction
Auteur⸱e⸱s
Muralidhar S., Schmid Mast M., Gatica-Perez D.
Statut éditorial
Publié
Date de publication
2017
Peer-reviewed
Oui
Langue
anglais
Résumé
In the service industry, customers often assess quality of service based on the behavior, perceived personality, and other attributes of the front line service employees they interact with. Interpersonal communication during these interactions is key to determine customer satisfaction and perceived service quality. We present a computational framework to automatically infer perceived performance and skill variables of employees interacting with customers in a hotel reception desk setting using nonverbal behavior, studying a dataset of 169 dyadic interactions involving students from a hospitality management school. We also study the connections between impressions of Big-5 personality traits, attractiveness, and
performance of receptionists. In regression tasks, our automatic framework achieves R2 = 0:30 for performance impressions using audio-visual nonverbal cues, compared to 0:35 using personality impressions, while attractiveness impressions had low predictive power. We also study the integration of nonverbal behavior and Big-5 personality impressions towards increasing regression performance (R2 = 0:37).
Mots-clé
Social computing, First impression, Hospitality, Nonverbal behavior, Multimodal interaction, Job performance, Reception desk
Création de la notice
02/10/2017 10:53
Dernière modification de la notice
21/08/2019 6:13
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