Waiting for service

Torres, Edwin N.; Zhang, Tingting

doi:10.4324/9780429263965-5

Cited by 1 publication

(1 citation statement)

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“…Currently, much of the body of literature in the hospitality discipline centers on the ways in which minute changes to various independent variables can affect customer behavior and financial outcomes in the hospitality industry. Consider, for example, Torres and Zhang’s (2022) extrapolation of disconfirmation theory as the basis for customer satisfaction and the various ways in which businesses can instead use affect-based strategies to induce customer delight. While such information is useful and important, there is a glaring gap in the literature pertaining to the ways in which the moral imperatives, fundamental principles and historical practices of hospitality can impact larger outcomes in society.…”

Section: The Hospitality-oriented Society Of Tomorrow Framework: Appl...mentioning

confidence: 99%

Rethinking the role of hospitality in society: the HOST model

Bilgihan,

Hanks,

Line

et al. 2023

IJCHM

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Purpose The purpose of this conceptual paper is to provide a critical reflection on the role of hospitality in society. Specifically, this research criticizes contemporary conceptualizations of hospitality in academic research and practice and suggests a reconceptualized approach for capturing the full potential of hospitality to elicit transformative social change. Design/methodology/approach This paper is based on a critical analysis of hospitality research and practice as reflected in the extant literature. A typological approach to conceptualization is used to develop a framework that views hospitality from three distinct epistemological pathways. Findings Hospitality has largely been conceptualized as an industry- or a business-level context in which economic activity takes place, a pathway referred to as application. This paper offers the hospitality-oriented society of tomorrow (HOST) framework, which urges researchers and practitioners to explore two additional pathways – infusion and transformation – through which hospitality can contribute to society. The nonrecursive relationships between these three pathways and the five pillars of sustainable development espoused by the United Nations 2030 Agenda are proposed to form the basis of future inquiry into the role of hospitality in society. Practical implications The HOST model provides a framework whereby stakeholders within and outside of the traditional contours of the hospitality industry can benefit from a broader conceptualization and implementation of the hospitality phenomenon. Originality/value The paper offers a thought-provoking assessment of the fundamental tenets of hospitality as an academic discipline and social phenomenon. It offers a unique framework that should inform the evolution of hospitality research and practice if the discipline is to bolster its social significance.

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Section: The Hospitality-oriented Society Of Tomorrow Framework: Appl...mentioning

confidence: 99%