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From Service to Experience: Understanding and Defining the Hospitality Business

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  • Nigel Hemmington

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.

Suggested Citation

  • Nigel Hemmington, 2007. "From Service to Experience: Understanding and Defining the Hospitality Business," The Service Industries Journal, Taylor & Francis Journals, vol. 27(6), pages 747-755, September.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:747-755
    DOI: 10.1080/02642060701453221
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    Cited by:

    1. Natalie Haynes & David Egan, 2020. "The perceptions of frontline employees towards hotel overbooking practices: exploring ethical challenges," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 19(2), pages 119-128, April.
    2. Pan, Frank C., 2015. "Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel," Tourism Management, Elsevier, vol. 46(C), pages 84-91.
    3. Nameghi, Ehsaneh N.M. & Ariffin, Ahmad Azmi M., 2013. "The measurement scale for airline hospitality: Cabin crew's performance perspective," Journal of Air Transport Management, Elsevier, vol. 30(C), pages 1-9.
    4. Bataoui, Soffien, 2022. "When e-commerce becomes more human by transposing the hospitality concept to merchant websites," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    5. Fatoki Olawale, 2019. "Green Marketing Orientation and Environmental and Social Performance of Hospitality Firms in South Africa," Foundations of Management, Sciendo, vol. 11(1), pages 277-290, January.
    6. Ana Brochado & Carlos Brito & Adrien Bouchet & Fernando Oliveira, 2021. "Dimensions of Football Stadium and Museum Tour Experiences: The Case of Europe’s Most Valuable Brands," Sustainability, MDPI, vol. 13(12), pages 1-18, June.
    7. Hsien-Tang Ko & Hsi-Peng Lu & Hueiju Yu, 2010. "Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study," The Service Industries Journal, Taylor & Francis Journals, vol. 32(12), pages 1973-1990, November.
    8. Scerri, Madalyn A. & Presbury, Rajka, 2020. "Airbnb Superhosts' talk in commercial homes," Annals of Tourism Research, Elsevier, vol. 80(C).
    9. Gémar, Germán & Moniche, Laura & Morales, Antonio J., 2016. "Survival analysis of the Spanish hotel industry," Tourism Management, Elsevier, vol. 54(C), pages 428-438.
    10. Olawale Fatoki, 2019. "Hotel Employees’ Pro-Environmental Behaviour: Effect of Leadership Behaviour, Institutional Support and Workplace Spirituality," Sustainability, MDPI, vol. 11(15), pages 1-15, July.
    11. Xu, Jing Bill, 2010. "Perceptions of tourism products," Tourism Management, Elsevier, vol. 31(5), pages 607-610.
    12. Asli D.A. Tasci & Gurhan Aktas & Fulya Acikgoz, 2021. "Cultural Differences In Hospitableness: A Study In Turkish Culture," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 27(2), pages 339-361, July.
    13. Lugosi, Peter, 2014. "Mobilising identity and culture in experience co-creation and venue operation," Tourism Management, Elsevier, vol. 40(C), pages 165-179.
    14. Rosalind Kelly & Valerie Wright‐St Clair & Eleanor Holroyd, 2020. "Patients’ experiences of nurses’ heartfelt hospitality as caring: A qualitative approach," Journal of Clinical Nursing, John Wiley & Sons, vol. 29(11-12), pages 1903-1912, June.
    15. Půtová Barbora, 2018. "Anthropology of Tourism: Researching Interactions between Hosts and Guests," Czech Journal of Tourism, Sciendo, vol. 7(1), pages 71-92, June.
    16. Hélder Ferreira & Aurora A.C. Teixeira, 2013. "‘Welcome to the experience economy’: assessing the influence of customer experience literature through bibliometric analysis," FEP Working Papers 481, Universidade do Porto, Faculdade de Economia do Porto.
    17. Alcalde-Giraudo, Alberto & Fernández-Hernández, Ruth & Paradinas-Márquez, Carmen & Sánchez-González, Pilar & García-Muiña, Fernando E., 2021. "Marketing approach to Nordic tourism," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    18. Natalie Haynes, 2016. "The evolution of competitor data collection in the hotel industry and its application to revenue management and pricing," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 15(3), pages 258-263, July.
    19. Devika Rani Sharma & Smitha Girija & Pratima Merugu, 2022. "Mediating Role of Perceived Health Risk on Customer Experience and Customer Satisfaction: Evidence from the Airline Industry in India During COVID-19," International Journal of Global Business and Competitiveness, Springer, vol. 17(1), pages 31-45, December.
    20. Rapert, Molly Inhofe & Thyroff, Anastasia & Grace, Sarah C., 2021. "The generous consumer: Interpersonal generosity and pro-social dispositions as antecedents to cause-related purchase intentions," Journal of Business Research, Elsevier, vol. 132(C), pages 838-847.
    21. Cheng, Mingming & Zhang, Guojie, 2019. "When Western hosts meet Eastern guests: Airbnb hosts' experience with Chinese outbound tourists," Annals of Tourism Research, Elsevier, vol. 75(C), pages 288-303.
    22. FitzPatrick, Mary & Davey, Janet & Muller, Lisa & Davey, Howard, 2013. "Value-creating assets in tourism management: Applying marketing's service-dominant logic in the hotel industry," Tourism Management, Elsevier, vol. 36(C), pages 86-98.

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