The Psychology of Tourism and Hospitality: Micro-Interactions and Their Influence on Guest Loyalty

Author(s)	Pradeep Kumar Bainola, Arvind Bhatt
Country	India
Abstract	This paper examines how micro-interactions—brief, subtle behaviours and gestures by service staff—affect guest loyalty in hospitality settings. Micro-interactions include eye contact, small acknowledgments, timely micro-assistance (e.g., refilling water without being asked), micro-apologies, and brief personalized comments. Using a mixed-methods approach (field observations, experimental vignette study, and customer surveys), the study tests whether micro-interactions contribute to immediate satisfaction and longer-term loyalty intentions, and whether this relationship is moderated by guest demographics and service context. Findings are expected to provide actionable recommendations for service training, design of service scripts, and loyalty management.
Keywords	micro-interactions, service behaviour, guest loyalty, hospitality, nonverbal communication, service design
Field	Sociology > Tourism / Transport
Published In	Volume 7, Issue 6, November-December 2025
Published On	2025-12-12
DOI	https://doi.org/10.36948/ijfmr.2025.v07i06.63260

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