The embodied experience of hospitality in service environments

Pijls-Hoekstra, Ruth

doi:10.3990/1.9789036550666

Cited by 2 publications

(1 citation statement)

References 261 publications

(688 reference statements)

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“…Today, hospitality is important for service companies to create value for their customers (Lynch et al, 2011;Pijls, 2020). People like to feel at ease, in private as well as in service environments.…”

Section: Introductionmentioning

confidence: 99%

Hospitable Non-verbal Staff Behaviour as a Means to Create Value to Customers

Pijls

Groen

Termaat

2021

Journal of Creating Value

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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 catering setting. Due to COVID-19 restrictions, in three of the four cases, regular customers of the organizations were approached by email and asked to rate the importance of behaviours related to hospitable service. In the case of the public swimming pool, part of the data was collected prior to closing of the pool, allowing data collection via survey, on site or via email, depending on visitors’ preferences. Results: The results show which non-verbal employee characteristics contribute to the distinctive factors of hospitality, especially observable behaviour. The factors ‘modest appearance’ and ‘representative appearance’ seem to be of medium importance, and the factor ‘paralanguage’ seems to be the least important factor. Practical implications: This article shows that it is possible to identify concrete characteristics of employee behaviour that people associate with hospitality.

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Section: Introductionmentioning

confidence: 99%

Hospitable Non-verbal Staff Behaviour as a Means to Create Value to Customers

Pijls

Groen

Termaat

2021

Journal of Creating Value

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Perceptions of Hospitality and Safety Are Two Sides of the Same Coin

Groen

Sprang

2021

Buildings

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Entering a building is a ‘moment of truth’ and may invoke feelings of hospitableness. Physical environments and staff behaviour deliver ‘clues’ that may result in the experience of hospitality. The focus in a reception area may be on mitigation of risks, or on a hospitable atmosphere, with either a host or a security officer at the entrance. However, the division of tasks to either the pleasing host or the controlling security officer to a certain extent disavows the overlap between perceptions of hospitality and safety. This exploratory qualitative study combines a group interview with three managers responsible for hospitality and security in reception areas and Critical Incidents by staff and visitors (N = 51). Thematic coding was based on The Egg Aggregated Model and the Experience of Hospitality Scale. Results show that hospitality and safety are indeed two sides of the same coin. Usually people do accept security measures, provided that staff act in a hospitable way. A lack of security measures may seem ‘inviting’, but also decreases the perception of care for your visitor, and may cause uncertainty and therefore decrease comfort. A correct risk perception, flexible appliance of security measures, and a friendly approach connect aspects of ‘safe’ and ‘hospitable’ sentiments.

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The embodied experience of hospitality in service environments

Cited by 2 publications

References 261 publications

Hospitable Non-verbal Staff Behaviour as a Means to Create Value to Customers

Hospitable Non-verbal Staff Behaviour as a Means to Create Value to Customers

Perceptions of Hospitality and Safety Are Two Sides of the Same Coin

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