Much of the existing literature on the tourism-humour relationship focuses on the perceptions of tourists. Little research exists on the views of tourism operators. This study aims to gain a better understanding of the perceptions of tourism operators when deliberately including humour into interactions with customers. The research is based on three workshops with tourism industry stakeholders in North Queensland. Three interactive workshops were delivered by the author from May to July 2017 with the purpose of informing tourism industry stakeholder on how to use humour effectively in interactions with customers. Twenty-three (23) participants joined the humour workshops. The findings of this study explore what tourism operators’ perspectives and concerns are when using humour with customers as a strategic tool for customer engagement.
Abel, M.H. (2002). Humour, stress, and coping strategies. Humor: International Journal of Humor Research, 15(4), 365-381.
Alharthi, A. (2014). Humour and culture. International Journal of Humanities and Cultural Studies, Issue. 3(Vol.1), 1-13.
Anderson, C. J. (2016). TED talks: The official TED guide to public speaking. London: Headline Publishing Group.
Beard, A. (2014). Leading with humour. Harvard Business Review, Vol. 92 No. 5, pp. 130-131.
Bippus, A.M. (2003). Humour motives, qualities, and reactions in recalled conflict episodes. Western Journal of Communication, 67(4), 413-426.
Chan, F.Y. (2010). Selling through entertaining: The effect of humour in television advertising in Hong Kong. Journal of Marketing Communication, 1-18.
Cohen, E. (2011). The changing faces of contemporary tourism. Folia Turistica Special Edition "The Master Classes", 25(1), 13-23.
Cooper, C.D. (2005). Just joking around? Employee humour expression as an ingratiatory behaviour. Academy of Management Review, 30(4), 765-776.
Darmer, P., & Sundbo, J. (2008). Introduction to experience creation. In J. Sundbo & P. Darmer (Eds.), Creating Experiences in the Experience Economy. Cheltenham, UK: Edward Elgar Publishing Limited.
Department of the Environment and Energy. (2010). The cane toad (Bufo marinus) - fact sheet. Retrieved February 16, 2019 from the Australian Government Department of the Environment and Energy: https://www.environment.gov.au/biodiversity/invasive-species/publications/factsheet- cane-toad-bufo-marinus
Ekinci, Y., & Dawes, P.L. (2009). Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction. The Service Industries Journal, 29, 503-521.
Franzini, L.R. (2012). Just kidding: using humour effectively. Plymouth: Rowman and Littlefield Publishers, Inc.
Frew, E. (2006). The humour tourist: A conceptualisation. Journal of Business Research, 59, 643-646.
Führ, M. (2008). Some aspects of form and function of humour in adolescence. Humor – International Journal of Humor Research, 14(1), 25- 36.
Green, M., & McNeese, M.N. (2007). Using edutainment software to enhance online learning. International Journal on E-Learning, 6(1), 5–16.
Gremler, D., & Gwinner, K. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1), 82-104.
Johnson, K., & Ball, S. (2000). Humour and licensed retailing. International Journal of Wine Marketing, 12(1), 16-29.
Kashdan, T.B., Yarbro, J., McKnight, P.E., & Nezlek, J.B. (2014). Laughter with someone else leads to future social rewards: temporal change using experience sampling methodology. Personality and Individual Differences, 58, 15-19.
Lewis, R.D. (2006). When cultures collide: Leading across cultures. Boston, MA: Nicholas Brealey International.
Lugosi, P. (2008). Hospitality spaces, hospitable moments: Consumer encounters and affective experiences in commercial settings. Journal of Foodservice, 19, 139-149.
Lyttle, J. (2007). The judicious use and management of humour in the workplace. Business Horizons, 50, 239-245.
Martin, R.A. (2007). The psychology of humour: an integrative approach. Burlington, MA: Elsevier Academic Press.
Martin, R.A., Puhlik-Doris, P., Larsen, G., Gray, J., & Weir, K. (2003). Individual differences in uses of humour and their relation to psychological well-being: Development of the Humour Styles Questionnaire. Journal of Research in Personality 37, 48–75.
Mathies, C., Chiew, T.M., & Kleinaltenkamp, M. (2016). The antecedents and consequences of humour for service: A review and directions for research. Journal of Service Theory and Practice, 26(2), 137-162.
McColl-Kennedy, J.R. & Sparks, B.A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5(3), 251-266.
McGraw, A.P., Warren, C. & Kan, C. (2015). Humorous complaining. Journal of Consumer Research, 41(5), 1153-1171.
Meyer, J.C. (2000). Humour as a double-edged sword: Four functions of humour in communication. Communication Theory, 10(3), 310-331.
National Archives of Australia. (2018). Talking Strine. Retrieved April 23, 2018, from http://www.naa.gov.au/collection/snapshots/find-of-the-month/2009-january.aspx
Norrick, N.R., & Spitz, A. (2008). Humour as a resource for mitigating conflict in interaction. Journal of Pragmatics, 40(10), 1661-1686.
Pastorelli, J. (2003). An interpretive approach to tour guiding – Enriching the experience. Frenchs Forest, NSW: Pearson Education Australia.
Pabel, A. &, Pearce, P. L. (2015). Highlighting the benefits of tourism humour: The views of tourists. Tourism Management Perspectives 16, pp. 357–364.
Pabel, A. &, Pearce, P. L. (2016). Tourists’ responses to humour. Annals of Tourism Research 57, 190–205.
Pabel, A. &, Pearce, P.L. (2018). Selecting humour in tourism settings – A guide for tourism operators. Tourism Management Perspectives 25, pp. 64–70.
Pearce, P.L. (2009). Now that is funny - Humour in Tourism Settings. Annals of Tourism Research, 36(4), 627-644.
Pearce, P.L. & Pabel, A. (2014). Humour, tourism and positive psychology. In S. Filep and P.L. Pearce (Eds.) Tourist Experience and Fulfilment: Insights from Positive Psychology. New York, NY: Routledge, 17-36.
Pearce, P.L., & Pabel, A. (2015). Tourism and humour. Bristol: Channel View Publications.
Pine, B.J., & Gilmore, J.H. (1999). The experience economy: Work is theatre and every business a stage. Boston, MA: Harvard Business Review Press.
Plester, B. (2009). Healthy humour: Using humour to cope at work. Kotuitui: New Zealand Journal of Social Sciences, 4(1), 89-102.
Provine, R. (2000). Laughter: A scientific investigation. New York: Viking.
Putz, D. & Breuer, K. (2017). The stress-reducing effect of employees’ and supervisors’ positive humour at work. Wirtschaftspsychologie, 19 (3), 39–50.
Ritchie, J.R.B., & Crouch, G.I. (2003). The competitive destination: A sustainable tourism perspective. Wallingford: CABI.
Ritzer, G. (1999). Enchanting a Disenchanted World - Revolutionising the Means of Consumption. Thousand Oaks, CA: Pine Forge Press.
Rogerson-Revell, P. (2007). Humour in business: A double-edged sword. A study of humour and style shifting in intercultural business meetings. Journal of Pragmatics, 39, 4-28.
Romero, E. J., & Cruthirds, K. W. (2006). The use of humour in the workplace. Academy of Management Perspectives, 20(2), 58-69.
Ruch, W. (2008). Psychology of humour. In V. Raskn (Ed.), A primer of humour (pp. 17-100). Berlin: Mouton de Gruyter.
Shaw, C., Debeehi, Q., & Walden, S. (2010). Customer Experience: Future Trends and Insights. Basingstoke, UK: Palgrave Macmillan.
Shaw, C., & Ivens, J. (2002). Building great customer experiences. Basingstoke: Palgrave Macmillan.
Smith, M., MacLeod, N., & Robertson, M. H. (2010). Key Concepts in Tourist Studies. London: SAGE Publications Ltd.
Van Dolen, W.M., de Ruyter, K., & Streukens, S. (2008). The effect of humour in electronic service encounters. Journal of Economic Psychology, 29(2), 160-179.
Vuorela, T. (2005), Laughing matters: a case study of humour in multicultural business negotiations. Negotiation Journal, 21(1), 105-130.
Wijewardena, N., Samaratunge, R., Härtel, C., & Kirk-Brown, A. (2016). Why did the emu cross the road? Exploring employees’ perception and expectations of humour in the Australian workplace. Australian Journal of Management, 41(3), 563–584.
Wong, A. (2004). The role of emotional satisfaction in service encounters. Managing Service Quality, 14(5), 365-376.
Zhang, C. X., & Pearce, P. L. (2016). Experiencing Englishness: Humour and guided tours. Tourism Recreation Research, 41(3), 259–271.