Author(s)

Jiajing Hu, Baichun Ma, and Yan Liu

Corresponding Author

Yan Liu

Abstract

Hotel reservation is an important part of the travelers’ travel process, and hotel employees and customers are the main participants. Based on the power-matching effect and the agentic-communal model of power, this paper analyzes the power-matching effect between hotel employees and customers and the choice of persuasion by using SPSS method through three scenario simulation experiments. Research shows that high-power hotel employees are more likely to convince high-power customers, whereas low-power hotel employees are more persuasive to low-power customers. Because the high-power hotel employees are more likely to use the competence-skewed persuasion, while the high-power customers are more likely to be persuaded by the competence-skewed persuasion, while the low-power hotel staff tend to use the warmth-skewed persuasion. Low-power customers are more likely to be persuaded by the warmth-skewed persuasion. This study extends the theoretical application of power-matching and persuasion in hotel reservation scenarios and provides practical guidance for improving hotel reservation efficiency.

Keywords

Sense of power, Persuasion, Persuasive effect