Skip to main content

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), 747-755.

Full text available as:

[img]
Preview
PDF
Hemmington_Output_4.pdf

74kB

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
Group:Bournemouth University Business School
ID Code:836
Deposited By:INVALID USER
Deposited On:18 Dec 2007
Last Modified:14 Mar 2022 13:06

Downloads

Downloads per month over past year

More statistics for this item...
Repository Staff Only -