Transformative Service Research in Hospitality (original) (raw)
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Transformative service research in the hospitality industry: The case of the "Albergo Diffuso"
20th Excellence in Services, University of Verona, Conference Proceedings, 2017
Purpose. The aim of this paper is to empirically apply the Transformative Service Research (TSR) framework developed by Anderson et al. (2013) to the hospitality industry. Specifically, we investigated how the "Albergo Diffuso", an innovative Italian model of hospitality, boosts the economy of small rural villages influencing the collective well-being of all the actors involved in the hospitality process. Methodology. We selected three Alberghi Diffusi in three different Italian regions. Hence, we applied a multi-method approach through participant observations and ten in-depth interviews with key informants: managers, staff, tourists, service providers and residents. Findings. From the analysis five recurring themes emerged that concur to enrich and develop the TSR framework: Sustainability issues, mutual exchange, networked approach, cultural stances, authenticity. Practical implications. The Albergo Diffuso is an ideal case of Transformative Service Organization (TSO) because of its positive economic and social implications on the local communities, consumers and employees. It contributes to create uplifting improvements in the collective well-being of all the actors involved. Originality/value. The originality of this study lies both in the investigation of the Albergo Diffuso model through the lens of TSR, and in providing new research avenues for service scholars interested in individual and collective well-being in the tourism industry.
Corporate Social Responsibility and Environmental Management, 2023
The aim of this study is to examine the relationship between sustainability with cus-tomer satisfaction and service experience in service ecosystems, by analyzing themoderated role of business models. A model with four variables is proposed,whereby customer satisfaction is the dependent variable, perceived sustainability ofthe service ecosystem is the explanatory variable, service experience is the mediatorvariable, and business models is the moderator variable. The model is applied in a sur-vey of tourists. The results enable comparison of the causal model: perceived sustain-ability influences customer satisfaction directly and indirectly through serviceexperience; and business model can play a moderator role since significant differ-ences are identified in one of the three types of tourism destinations.KEYWORDSbusiness models, environmental policy, S-D logic, service ecosystems, stakeholder engagement,sustainable development, transformative value1|INTRODUCTIONService co-creation is a key element of S-D Logic (Chandler &Lusch,2015; Ng & Vargo,2018). Currently, different aspects are caus-ing a review of its scope. On the one hand sustainability has incorpo-rated a transformative perspective to the value provided by a servicein such a way that stakeholders well-being must be taken into account(Blocker & Barrios,2015). On the other hand, many services are pro-vided by ecosystems that adopt different configurations when creat-ing, delivering, and capturing value for the customer (Fehreret al.,2018; Wieland et al.,2017). Studying sustainable service eco-systems requires researchers to make an effort to integrate diverseconcepts and to evolve the new conceptual framework.A transformative value alters the thinking that defines the realityof consumption and social structures and that seeks the well-being ofindividuals (Blocker & Barrios,2015). UN sustainable developmentgoals (SDGs) presuppose a commitment by all public and private orga-nizations to actions aimed at ending poverty and achieving equality,dignity, and prosperity for all people, promoting societies that aremore just, peaceable, and inclusive, and protecting the planet forfuture generations (UN,2021). Sustainability is undoubtedly a trans-formative value since it goes beyond the proposals of ordinary valuesthat seek to satisfy customers' habitual needs (Blocker &Barrios,2015). However, the transformative approach has been littleused to address the implications of service sustainability (Galeone &Sebastiani,2021).Moreover, today the co-creation of value across a wide rangeof services is generated within independent but interrelatedinterfirm networks: service ecosystems (Chandler & Lusch,2015;Ng & Vargo,2018). Some examples of service ecosystems aretourism destinations, malls, distribution channels, marketplaces,platform businesses, ports, airports, or urban economiesReceived: 26 April 2022 Revised: 6 July 2022 Accepted: 30 July 2022DOI: 10.1002/csr.2358This is an open access article under the terms of theCreative Commons Attribution-NonCommercial-NoDerivsLicense, which permits use and distribution in anymedium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made.© 2022 The Authors.Corporate Social Responsibility and Environmental Managementpublished by ERP Environment and John Wiley & Sons Ltd.Corp Soc Responsib Environ Manag.2022;1–16.wileyonlinelibrary.com/journal/csr1
2015
Sustainability is gaining credence in the hospitality and tourism industry as a way to address some of the grand contemporary issues confronting society in relation to the environment, unsteady economy and society. Sloan, Legrand and Chen contribute to the argument that sustainability is recognised as a response to the Capitalistic system that has promoted unsustainable consumer behaviour. The result of our current economic system has led to the over-exploitation of resources, climate change, obesity epidemic, questionable treatment of human beings and food security concerns. The authors further purport the repercussions of Western consumption practices when referring to the emerging middle classes in the BRIC economies and their mimicry of the West; representative in a 'Meat-Sweet Diet' and over consumptive urges (p. 136). Sustainability in the Hospitality Industry: Principles of Sustainable Operations echoes the sentiments of contemporary research, suggesting that indeed sustainability concerns are a direct result of the irresponsibility of mankind. The text responds to this criticism and provides a timely example that sustainability cannot be achieved, if key players in the industry do not adjust their practices. Sloan, Legrand and Chen follow Clarke's (1997) line of thinking in regard to scaling, as such the hospitality industry should be designed and implemented with sustainability as the end goal because of their connections with suppliers and consumers. Thus, the hospitality industry has an opportunity to create and sustain positive change in communities and their environments. Design and implementation summarises the contents of the book in terms Book review
Práticas de hospitalidade como fator de desenvolvimento sustentável: um estudo empírico do seu impacto na satisfação dos clientes de hotéis Abstract The adoption of hospitality practices as sustainable development seeks to limit the negative impacts of hotels' business activities on natural and social environments and to increase the benefits to tourism as a whole and to the surrounding population. The objective of this research is to identify the antecedents of customer satisfaction for different types of hotels. To meet this goal, the following research questions were addressed. What are the antecedents of customer satisfaction in the hospitality industry for hotel practices as sustainable development? In particular, does customer satisfaction with these practices vary by the kind of hotel? Through a survey of 473 customers staying in seven hotels located in the province of Santos, Sao Paulo, it was found that customer satisfaction is positively influenced by hotels' adopt...
Research in Hospitality Management: Guests on Earth, Sustainability in Hospitality
This issue of Research in Hospitality Management is special in two ways: it is the first issue of Research in Hospitality Management to be published in open access, and it is entirely dedicated to sustainability. The choice for open access has been dictated by the desire of the editorial team to reach a wider public and initiate the process of ranking of the journal. Stenden Hotel Management School fully supports this strategic choice. Sustainability is a highly topical subject and has been for over twenty years. The same is true of “responsible tourism” and “sustainable hospitality” – concepts which have been discussed and explored by the industry and scientific communities alike. A key issue in these discussions relates to ethics. The term “ethics” goes back to ancient Greek philosophy. However, rather than concluding that this is a tired old theme, it is important to consider the new and continuing challenges which are currently affecting the planet and its populations. This includes economic, political, environmental, and social crises, the impact of which will only increase in years to come. Although the terminology linked to describing and tackling these challenges is not very new, its application to practical situations has become not only interesting, but also absolutely essential. Sustainable approaches to development and management of all industries are no longer an option but a necessity. This special issue recognises that this is also true for the hospitality industry and it therefore makes Sustainable Hospitality its main focus.
2015
Sustainability is gaining credence in the hospitality and tourism industry as a way to address some of the grand contemporary issues confronting society in relation to the environment, unsteady economy and society. Sloan, Legrand and Chen contribute to the argument that sustainability is recognised as a response to the Capitalistic system that has promoted unsustainable consumer behaviour. The result of our current economic system has led to the over-exploitation of resources, climate change, obesity epidemic, questionable treatment of human beings and food security concerns. The authors further purport the repercussions of Western consumption practices when referring to the emerging middle classes in the BRIC economies and their mimicry of the West; representative in a 'Meat-Sweet Diet' and over consumptive urges (p. 136). Sustainability in the Hospitality Industry: Principles of Sustainable Operations echoes the sentiments of contemporary research, suggesting that indeed sustainability concerns are a direct result of the irresponsibility of mankind. The text responds to this criticism and provides a timely example that sustainability cannot be achieved, if key players in the industry do not adjust their practices. Sloan, Legrand and Chen follow Clarke's (1997) line of thinking in regard to scaling, as such the hospitality industry should be designed and implemented with sustainability as the end goal because of their connections with suppliers and consumers. Thus, the hospitality industry has an opportunity to create and sustain positive change in communities and their environments. Design and implementation summarises the contents of the book in terms Book review
Excellence in Services. 21th International Conference. Conference Proceedings., 2018
Purpose: The natural environment is a key factor of attractiveness for tourist destinations, and hospitality may be considered both a contributor and a victim of environmental impacts. There still exists a knowledge gap regarding modalities, motivations and barriers for sustainability in the hospitality industry; therefore, the aim of this research is to explore the validity in a real context of two theoretical frameworks, the first dealing with modalities and the second addressing motivations and barriers, for the implementation of sustainable behaviors in lodging facilities. Methodology: A qualitative research was conducted through interviews with 18 hospitality managers operating in the mature destination of Verona (Italy) and in the more emergent context of Huelva (Spain). Findings: Sustainable behaviors implemented in hospitality are related to five areas of action: waste management, water conservation, energy conservation, sustainable purchasing and people involvement. The possibility to reduce operational costs and to meet the expectations of more sensitive customers are among the main motivations of sustainability, while upfront investments and lack of support from public administrations are mentioned as main barriers. Limitations: Only managerial perceptions about sustainability are investigated in this work. Further research should address the perceptions of other relevant stakeholders, such as tourists, environmental associations or the public administration. Implications: The research adds to previous literature exploring the validity in real context of two theoretical frameworks. Findings also provide relevant managerial implications about the advantages and disadvantages connected to environmental sustainability in hospitality. Value: The value of the research consists in shedding light on motivations and barriers to sustainability in a real context and from the perspective of who is in charge of decision-making.
Guests on earth, sustainability in hospitality : editorial
2016
This issue of Research in Hospitality Management is special in two ways: it is the first issue of Research in Hospitality Management to be published in open access, and it is entirely dedicated to sustainability. The choice for open access has been dictated by the desire of the editorial team to reach a wider public and initiate the process of ranking of the journal. Stenden Hotel Management School fully supports this strategic choice. Sustainability is a highly topical subject and has been for over twenty years. The same is true of "responsible tourism" and "sustainable hospitality"-concepts which have been discussed and explored by the industry and scientific communities alike. A key issue in these discussions relates to ethics. The term "ethics" goes back to ancient Greek philosophy. However, rather than concluding that this is a tired old theme, it is important to consider the new and continuing challenges which are currently affecting the planet and its populations. This includes economic, political, environmental, and social crises, the impact of which will only increase in years to come. Although the terminology linked to describing and tackling these challenges is not very new, its application to practical situations has become not only interesting, but also absolutely essential. Sustainable approaches to development and management of all industries are no longer an option but a necessity. This special issue recognises that this is also true for the hospitality industry and it therefore makes Sustainable Hospitality its main focus. This special issue is designed to examine the relationship between sustainability and hospitality that has led to the development of the emerging field of Sustainable Hospitality Studies. In line with the editorial approach of Research in Hospitality Management, this special issue features both papers that explore current theoretical approaches, foundations of and critical issues in the study of sustainability in the hospitality industry (study of hospitality) and papers that address specific managerial challenges (study for hospitality). A prime example of the first category is the paper by Lashley that offers the basis for a discussion on the role of ethics as a foundation for sustainability in general and sustainability in hospitality in particular. The paper by Buijtendijk is an eminent example of the study for hospitality. It critically examines the impact of tourism on the socioeconomic and environmental system of Myanmar. By framing the study as a value chain analysis and by assuming a stakeholders' perspective, Buijtendijk offers an example of the interdisciplinary approach that in the view of the editors of this special issue is needed to properly study sustainability issues. The paper by Hensens investigates the integration of environmental management practices in hotel classification systems. The eight systems analysed vary greatly in how and to what extent they integrate environmental management practices. Interestingly, in fast developing new destinations such as Dubai and Qatar, ignoring environmental management practices may lead to a lower rating or no rating at all of an hotel. Harmonisation and further integration of environmental practices into classification systems is in the eyes of the author wishful to help the industry develop in a more sustainable manner. Being often small businesses, restaurants have not attracted the attention of researchers as much as hotels. Therefore the approach to sustainability in restaurants is still rather unstructured and lacking scientific evidence. The paper by Jacobs and Klosse addresses this gap by systematically exploring three distinct fields that may support or impede a restaurant in developing a sustainable offer: owner, demand and product. The paper by Depke, Lück, Peters, Wellmer and Seidel explores the nexus between product, demand and sustainable value creation in the case of the German region Altes Land. The authors conclude that the promotion of the apple fruit for which this region is famous, as cultural heritage, creates values economically by commanding a higher price, environmentally, through low emissions from transport, and socially, not only thanks to the creation of jobs but also by inspiring a sense of pride in the unique cultural heritage. While the paper by Seidel et al. focuses on sustainable value creation through cultural heritage, Folmer, Revier and Cupido examine whether the "World Heritage" status obtained by the Dutch Wadden Sea encourages tourists to approach this natural site differently by choosing to visit it during off-season. Their answer is a qualified no: foreign tourists seem not to opt for an off-season visit while domestic tourist are attracted by the natural beauty of the region but not specially by it having a World Heritage status. De Brito and Terzieva's paper focuses on events. This growing industry more and more recognises that, notwithstanding their short-lived nature, the impacts of events on the environmental and social dimension of sustainability are long lasting. De Brito and Terzieva recognise the industry's need for a more sustainable approach and on the basis of three case studies of European music festivals propose six key components for designing sustainable strategies for events.
Transformative service research: a conceptual framework based on consumer's perspective
International Journal of Retail & Distribution Management, 2021
PurposeThis study aims to investigate the consumer's perspective regarding the relationship between services and well-being, contributing to the knowledge base in transformative service research (TSR). More specifically the aim was to understand consumers' perceptions of the relationship between services and well-being and their views about how companies can contribute (directly and/or indirectly) to achieve the well-being.Design/methodology/approachTo reach the research aim, the study adopts an explorative inductive design, carried out through a qualitative approach and grounded in 30 in-depth interviews with consumers.FindingsService sustainability represents the fundamental characteristic that determines the service ability to be transformative, requiring the implementation of the triple bottom line dimensions: social, environmental and economic. It emerged that, in the consumer's mind, the service categories that present a stronger relationship between service and we...