Ethically transformative experiences in hotels

Henri Kuokkanen and Ksenia Kirillova

Annals of Tourism Research, 2024, vol. 105, issue C

Abstract: Given the significance of transformation and the conceptualization of experiences that incorporate corporate social responsibility in their design to satisfy customers, this paper develops the concept of ethically transformative experiences and their consequences in commercial hotels. We define such experiences as occurrences that trigger outward-directed, lasting changes in a customer, manifested as future responsible consumption choices. We propose a design framework for such experiences and argue that hospitality and tourism organizations, with the micro-environment of a hotel as an example, are well positioned to design ethically transformative experiences. The outcome, a responsible consumer, amounts to a public good, providing a potential path for businesses to attain societal purpose and demonstrating connections between micro and macro-levels of transformation.

Keywords: Transformative experience; Corporate social responsibility; Ethically meaningful customer experience; Experience design; Hospitality industry; Purpose (search for similar items in EconPapers)
Date: 2024
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:105:y:2024:i:c:s0160738323001822

DOI: 10.1016/j.annals.2023.103709

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