Abstract:Background and aim: Service providers need to be competent in the provision of hospitality. However, the question is, how to operationalize the experience of hospitality? Existing literature shows limited concrete service characteristics that lead to a hospitable experience in service environments. This article presents user-centred research into human-related aspects that influence the hospitality experience of guests. Methods/methodology: Four case studies were performed in a public swimming pool and a cater… Show more
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