From service to experience: Understanding and defining the hospitality business

Service Industries Journal

Volumn 27, Issue 6, 2007, Pages 747-755

  Hemmington, Nigel ^a  

^a BOURNEMOUTH UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

INDUSTRIAL DEVELOPMENT; MANAGEMENT; SERVICE SECTOR;

EID: 34548425657     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060701453221     Document Type: Article

References (47)

1. Braithwaite, R. W. (2004) Five meals in the forties: Perspectives on hospitality under extreme circumstances. Tourism Review International, 7, pp. 61-66.
2. Brotherton, B. (1999) Towards a definitive view of the nature of hospitality and hospitality management. International Journal of Hospitality Management, 11:4, pp. 163-173.
3. Brotherton, B. (2002) Finding the hospitality industry (a response to Paul Slattery). Journal of Hospitality, Leisure, Sport and Tourism Education, 1:2
4. Brotherton, B. (2003) Finding the hospitality industry (a final response to Slattery?). Journal of Hospitality, Leisure, Sport and Tourism Education, 2:2
5. Brotherton, B. and Wood, R. (2000) Hospitality and hospitality management. In Search of Hospitality; Theoretical Perspectives and Debates, Butterworth-Heinemann, Oxford
6. Campbell-Smith, G. (1967) Marketing the Meal Experience. University of Surrey, Guildford
7. Choi, T. Y. and Chu, R. (2000) Levels of satisfaction among Asian and Western travellers. International Journal of Quality and Reliability Management, 17:2, pp. 116-132.
8. Darke, J. and Gurney, C. (2000) Putting up? Gender, hospitality and performance. In Search of Hospitality;Theoretical Perspectives and Debates, Butterworth-Heinemann, Oxford
9. Erdly, M. and Kesterson-Townes, L. (2002) Experience rules. IBM Business Consulting Services' Vision for the Hospitality and Leisure Industry, circa 2010, IBM Business Consulting Services
10. Gill, M., Moon, C., Seaman, P. and Turbin, V. (2002) Security management and crime in hotels. International Journal of Contemporary Hospitality Management, 14:2, pp. 58-64.
11. Gillespie, C. H. (1994) Gastrophy and nouvelle cuisine: Entrepreneurial fashion and fiction. British Food Journal, 96:10, pp. 19-23.
12. Hansen, K. V., Jensen, O. and Gustafsson, I. (2004) Payment - an undervalued part of the meal experience?. Food Service Technology, 4:2, pp. 85-91.
13. Harris, W. T. (1996) Captive audiences and the price of popcorn. Pennsylvania Economic Review, 5:2, pp. 39-46.
14. Harris, R., Harris, K. and Baron, S. (2003) Theatrical service experiences. International Journal of Service Industry Management, 14:2, pp. 184-199.
15. Heal, F. (1990) Hospitality in Early Modern England. Oxford University Press, Oxford
16. Hemmington, N. (2004) Concepts of hospitality - from service to experience. Philadelphia, Philadelphia
17. Hepple, J., Kipps, M. and Thomson, J. (1990) The concept of hospitality and an evaluation of its applicability to the experience of hospital patients. International Journal of Hospitality Management, 9:4, pp. 305-317.
18. Jayawardena, C. (2000) International hotel manager. International Journal of Contemporary Hospitality Management, 12:1, pp. 67-69.
19. Jensen, R. (1999) The Dream Society. McGraw-Hill, London
20. Jones, P. (1996) Introduction to Hospitality Operations. Cassell, London
21. Jones, P. (2004) Finding the hospitality industry? Or finding hospitality schools of thought?. Journal of Hospitality, Leisure, Sport and Tourism Education, 3:1
22. Jones, P. (2004) Finding the hospitality industry: A response to Brotherton and Slattery. Journal of Hospitality, Leisure, Sport and Tourism Education, 3:1
23. King, C. A. (1995) What is hospitality?. International Journal of Hospitality Management, 14:34, pp. 219-234.
24. Kivela, J., Inbakaran, R. and Reece, J. (2000) Consumer research in the restaurant environment. Part 3: Analysis, findings and conclusions. International Journal of Contemporary Hospitality Management, 12:1, pp. 13-30.
25. Knutson, B., Stevens, P., Wullaert, C., Patton, M. and Yokoyama, F. (1989) The service scoreboard: A service quality measurement tool for the hospitality industry. Hospitality Education and Research Journal, 14:2, pp. 413-420.
26. Lashley, C. and Morrison, A. (2000) In Search of Hospitality; Theoretical Perspectives and Debates. Butterworth-Heinemann, Oxford
27. Moir, J. (2005) Are you ready to order?. Telegraph Weekend, p. 20.
28. Morrison, A. and O'Mahoney, G. B. (2002) Hospitality: A liberal introduction. Journal of Hospitality and Tourism Management, 9:2, pp. 189-197.
29. Nailon, P. (1982) Theory in hospitality management. International Journal of Hospitality Management, 1:3, pp. 135-142.
30. Nijs, D. (2003) Imagineering: Engineering for imagination in the emotion economy. Creating a Fascinating World, Breda University, Holland
31. O'Connor, D. (2005) Towards a new interpretation of hospitality. International Journal of Contemporary Hospitality Management, 17:3, pp. 267-271.
32. Patton, M., Stevens, P. and Knutson, B. (1994) Internationalizing LODGESERV as a measurement tool: A pilot study. Journal of Hospitality and Leisure Marketing, 2:2, pp. 39-56.
33. Pine, B. J. and Gilmore, J. H. (1998) Welcome to the experience economy. Harvard Business Review, pp. 97-105.
34. Pine, B. J. and Gilmore, J. H. (1999) The Experience Economy. HBS Press, Boston
35. Poon, W.-C. and Low, K. L. (2005) Are travelers satisfied with Malaysian hotels?. International Journal of Contemporary Hospitality Management, 17:3, pp. 217-227.
36. Pritchard, M. (1981) Guests and Hosts. Oxford University Press, Oxford
37. Rutherford, D. J. and McConnell, J. P. (1991) De facto security standards: Operators at risk. The Cornell HRA Quarterly, pp. 106-117.
38. Shortt, G. and Ruys, H. (1994) Hotel security: The needs of the mature age market. International Journal of Contemporary Hospitality Management, 6:5, pp. 14-19.
39. Slattery, P. (2002) Finding the hospitality industry. Journal of Hospitality, Leisure, Sport and Tourism Education, 1:1
40. Slattery, P. (2003) Finding the hospitality industry (Slattery's reply to Brotherton). Journal of Hospitality, Leisure, Sport and Tourism Education, 2:1
41. Stevens, P., Knutson, B. and Patton, M. (1995) DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quarterly, 36:2, pp. 56-60.
42. Stringer, P. F. (1981) Hosts and guests; the bed and breakfast phenomenon. Annals of Tourism Research, 8:3, pp. 357-376.
43. Telfer, E. (2000) The philosophy of hospitableness. In Search of Hospitality; Theoretical Perspectives and Debates, Butterworth-Heinemann, Oxford
44. Visser, M. (1991) The Rituals of Dinner. HarperCollins, London
45. Winsted, K. F. (2000) Service behaviours that lead to satisfied customers. European Journal of Marketing, 34:34, pp. 399-417.
46. Wood, R. (1995) The Sociology of the Meal. Edinburgh University Press, Edinburgh
47. Wood, R. C. (1997) Working in Hotels and Catering,, International Thomson Business Press, London