From Service to Experience: Understanding and Defining the Hospitality Business
Failure adequately to define or understand hospitality as a commercial phenomenon has created a fragmented academic environment and a schizophrenia in the industry that has the potential to limit its development as a global industry. This article suggests that, by redefining hospitality as behaviour and experience, a new perspective emerges that has exciting implications for the management of hospitality businesses. A framework to describe hospitality in the commercial domain is proposed. This framework suggests a focus on the host--guest relationship, generosity, theatre and performance, ‘lots of little surprises’, and the security of strangers -- a focus that provides guests with experiences that are personal, memorable and add value to their lives.
Year of publication: |
2007
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Authors: | Hemmington, Nigel |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 27.2007, 6, p. 747-755
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Publisher: |
Taylor & Francis Journals |
Saved in:
Online Resource
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