From Service to Experience: Understanding and Defining the Hospitality Business

Nigel Hemmington

The Service Industries Journal, 2007, vol. 27, issue 6, 747-755

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.

Date: 2007
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Citations: View citations in EconPapers (23)

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DOI: 10.1080/02642060701453221

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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