The Nature and Meanings of
‘Hospitality’

Brotherton, Bob; Wood, Roy C.

doi:10.4135/9781849200417.n2

Cited by 21 publications

(22 citation statements)

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“…threating the customer (e.g. personal touch, attention to details) and the ability of the hosts to create a pleasant, relaxing and 'hospitable' environment (see Blain & Lashley, 2014;Brotherton, 2005;Brotherton & Wood, 2008;Lashley, 2000). However, the emergence and distribution of technologies have challenged this understanding.…”

Section: The Influence Of Raisa On Service Quality and Service Experimentioning

confidence: 99%

The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality

Naumov¹

2019

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality

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Section: The Influence Of Raisa On Service Quality and Service Experimentioning

confidence: 99%

The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality

Naumov¹

2019

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality

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“…Hospitality is essentially based on the host and guest relationship (Lashley, ). It refers to the quality or disposition of receiving and treating guests and strangers in a warm, friendly, and generous way (Brotherton & Wood, ; Lashley, ; Pizam & Shani, ). Lynch, Germann, McIntosh, Lugosi, and Lashley () described hospitality as a process that includes arrival, which involves greeting and making the guests feel welcome, providing comfort and fulfilment of the guest's wishes, and, at the time of departure, thanking guests and extending an invitation to return.…”

Section: Background Researchmentioning

confidence: 99%

The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

2013

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This paper aims to investigate the influence of hotel hospitality on hotel guest satisfaction along with the moderating effect of the hotel servicescape on the relationship between hospitality and satisfaction. In this preliminary study, which involved 403 hotel guests in Malaysia, we employed a questionnaire survey as the main method of data collection. The structural equation modelling (CFA) used to assess the model revealed a good fit. A hierarchical moderated regression analysis was performed and showed statistical support for the positive influence of hotel hospitality on guest satisfaction as well as a positive moderating effect of servicescape.

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“…Supporting dimensions: Based on the SERVQUAL concept (Parasuraman et al, 1988) and supported by the findings of Brotherton and Wood (2008), there are several, more tangible factors that can support the way in which guests perceive hospitality. These factors include, for example, guest-oriented service processes (King, 1995), cleanliness (Reid and Bojanic, 2010), or the physical environment and appearance of service employees (Parasuraman et al, 1988;Saleh and Ryan, 1992).…”

Section: Framework Of Commercial Hospitality Of Stettler Et Al (2020)mentioning

confidence: 94%

Feeling (un)welcome in Switzerland: The perception of commercial hospitality by domestic and international tourists

Steffen

Stettler

Huck

2020

Tourism and Hospitality Research

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Hospitality has been identified as one of the vital enhancing services of tourism organizations. However, insights about how tourists perceive the hospitality of touristic service providers and how these perceptions vary between guests of different origins are still scarce. Using the case of Switzerland, we conducted a survey of 600 tourists to investigate the different perceptions of hospitality by domestic and international guests in touristic service encounters. The results confirm the idea that domestic tourists are more demanding and less satisfied with the hospitality of touristic service providers than international guests. The regression analyses further indicate that tourists’ gender and age influence their hospitality perceptions. Importance–performance analyses on single dimensions of the hospitality concept suggest that touristic service providers’ professional expertise is a key area in which to improve the hospitality perceptions of both domestic and international tourists.

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The Nature and Meanings of ‘Hospitality’

Cited by 21 publications

References 0 publications

The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality

The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality

The effect of hospitableness and servicescape on guest satisfaction in the hotel industry

Feeling (un)welcome in Switzerland: The perception of commercial hospitality by domestic and international tourists

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