THE POTENTIAL IMPLICATIONS OF INDULGENCE AND RESTRAINT ON SERVICE ENCOUNTERS IN TOURISM AND HOSPITALITY

This conceptual paper aims to explain and discuss the role and the potential of a relatively recently coined cultural dimension of indulgence vs. restraint on service encounters in tourism and hospitality. Although the indulgence and restraint dimension may be significantly relevant for the tourism and hospitality sector, an investigation of tourism and hospitality journals shows that there is a clear lack of research on the topic. The study puts forward that indulgence-restraint dimension has important supply and demand side implications both from the point of customers and service staff.