Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level
A large part of quality and competitive advantage in hospitality comes from friendly service. A lot of research in the hospitality industry is done from the viewpoint of management and aimed at how businesses should be designed to be friendly, yet little research is done into the perspective of the...
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| Format: | Article |
| Language: | English |
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Taylor & Francis Group
2022-01-01
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| Series: | Research in Hospitality Management |
| Subjects: | |
| Online Access: | http://dx.doi.org/10.1080/22243534.2022.2080936 |
| _version_ | 1797641051099365376 |
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| author | Sake Jan Velthuis |
| author_facet | Sake Jan Velthuis |
| author_sort | Sake Jan Velthuis |
| collection | DOAJ |
| description | A large part of quality and competitive advantage in hospitality comes from friendly service. A lot of research in the hospitality industry is done from the viewpoint of management and aimed at how businesses should be designed to be friendly, yet little research is done into the perspective of the guest to show if the design works. This article tries to start the discussion and drive research towards a better understanding on how interaction between a host and a guest could lead to a concept called Commercial Friendship (CF), which comes from a connection on an emotional and personal level. CF is known to be beneficial to marketing investments, yet little research is done on friendship in marketing in general and even less in the hospitality industry in particular. This article puts forward a conceptual framework grounded in theory from hospitality, marketing, psychology and experience design. Research questions are given along with new ways to do research in hospitality design using a combination of verbal, behavioral and psychophysical measures. |
| first_indexed | 2024-03-11T13:38:57Z |
| format | Article |
| id | doaj.art-ff2d40e203de4a1d95ddce01b3fd3bf9 |
| institution | Directory Open Access Journal |
| issn | 2224-3534 2415-5152 |
| language | English |
| last_indexed | 2024-03-11T13:38:57Z |
| publishDate | 2022-01-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Research in Hospitality Management |
| spelling | doaj.art-ff2d40e203de4a1d95ddce01b3fd3bf92023-11-02T13:54:04ZengTaylor & Francis GroupResearch in Hospitality Management2224-35342415-51522022-01-01121858910.1080/22243534.2022.20809362080936Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional levelSake Jan Velthuis0NHL Stenden University of Applied SciencesA large part of quality and competitive advantage in hospitality comes from friendly service. A lot of research in the hospitality industry is done from the viewpoint of management and aimed at how businesses should be designed to be friendly, yet little research is done into the perspective of the guest to show if the design works. This article tries to start the discussion and drive research towards a better understanding on how interaction between a host and a guest could lead to a concept called Commercial Friendship (CF), which comes from a connection on an emotional and personal level. CF is known to be beneficial to marketing investments, yet little research is done on friendship in marketing in general and even less in the hospitality industry in particular. This article puts forward a conceptual framework grounded in theory from hospitality, marketing, psychology and experience design. Research questions are given along with new ways to do research in hospitality design using a combination of verbal, behavioral and psychophysical measures.http://dx.doi.org/10.1080/22243534.2022.2080936commercial friendshipexperience designguest behaviorhuman interactionneuromarketingsocial and emotional connection |
| spellingShingle | Sake Jan Velthuis Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level Research in Hospitality Management commercial friendship experience design guest behavior human interaction neuromarketing social and emotional connection |
| title | Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level |
| title_full | Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level |
| title_fullStr | Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level |
| title_full_unstemmed | Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level |
| title_short | Creating sustainable competitive advantage in the hospitality industry through commercial friendships: connecting the host and guest on a social and emotional level |
| title_sort | creating sustainable competitive advantage in the hospitality industry through commercial friendships connecting the host and guest on a social and emotional level |
| topic | commercial friendship experience design guest behavior human interaction neuromarketing social and emotional connection |
| url | http://dx.doi.org/10.1080/22243534.2022.2080936 |
| work_keys_str_mv | AT sakejanvelthuis creatingsustainablecompetitiveadvantageinthehospitalityindustrythroughcommercialfriendshipsconnectingthehostandguestonasocialandemotionallevel |