Bharwani, Sonia; Mathews, David - In: Worldwide Hospitality and Tourism Themes 8 (2016) 4, pp. 416-431
Purpose The hospitality industry the world over is transforming from a product-focused, physical-asset-intensive business to a customer-focused, experience-centric one. This research aims at evolving a typology of customer-centric hospitality innovations. It attempts to explicitly capture the...