From Service to Experience: Understanding and Defining the Hospitality Business.

Hemmington, N., 2007. From Service to Experience: Understanding and Defining the Hospitality Business. The Service Industries Journal, 27 (6), pp. 747-755.

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Official URL: http://www.tandfonline.com/doi/abs/10.1080/0264206...

DOI: DOI: 10.1080/02642060701453221

Abstract

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.

Item Type:Article
ISSN:0264-2069
Subjects:Social Sciences > Tourism
Group:School of Tourism > International Centre for Tourism and Hospitality Research
ID Code:836
Deposited By:INVALID USER
Deposited On:18 Dec 2007
Last Modified:13 Dec 2013 17:38

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