Competitive advantage through service in hospitality and tourism: a perspective article. Issue 1 (17th November 2019)

• Record Type: Journal Article
• Authors: Kandampully, Jay; Solnet, David
• Is Part Of: Tourism review. Volume 75:Issue 1(2020)
• Page Start: 247
• Page End: 251
• Publication Date: 2019-11-17
• Subjects: Service management; Tourism -- Periodicals; 338.479105
• DOI: 10.1108/TR-05-2019-0175
• Languages: English
• ISSNs: 1660-5373

Abstract

Abstract : Purpose: Given the dramatic technology led service innovations that are putting pressure on hospitality and tourism businesses, competitive advantage may depend significantly on remaining opportunities for a human element to be incorporated into the customer experience. Design/methodology/approach: This conceptual study provides a synthesis of the past and the future understanding of the importance of service management. Findings: A conceptual framework is provided that extends our understanding of emotion connection and reliance on technology. The examples are given to enrich the discussion. Originality/value: This study is among the first to highlight and explore the interrelationship between emotional connection and the reliance on technology in the context of hospitality experience.