TY  - JOUR
AB  - Purpose The purpose of this paper is to start a conversation on achieving a shared understanding among hospitality service co-creation participants. Adopting a stakeholder and service eco-systems approach, attention is drawn to the necessity for all service experience participants to have a shared understanding of the service experience and their role within it, for a sustained competitive advantage to be realized. Informed by community of practice (CoP) thinking, a road map of research questions is advanced encouraging insight into a macro level phenomenon that, traditionally, is only ever considered at the micro service encounter level.Design/methodology/approach A thorough multidisciplinary review of the literature was undertaken, providing an opportunity to present a viewpoint on the strategic implications of providing a sustainable competitive advantage via the hospitality service experience.Findings To achieve a shared understanding across the Hospitality Service Experience Eco-System, potential tensions among stakeholders are highlighted. Accounting for such barriers, institutional arrangements, combining organizational CoPs that are bridged by designated boundary objects, is advanced. Given the novel approach of applying a traditionally organizational phenomenon at a macro multi-stakeholder level, several research questions are proposed to inform thinking about this neglected perspective.Originality/value Acknowledging the innovation, agility and resources required to maintain a competitive service experience, the paper emphasizes the importance of adopting a macro perspective to effective service management. The hope is to stimulate academic interest to inform understanding as to how to build this capability as well as enhance practitioner interest in promoting stakeholders’ CoP for the benefit of the entire Hospitality Service Experience Eco-System.
VL  - 30
IS  - 3
SN  - 1757-5818
DO  - 10.1108/JOSM-11-2018-0375
UR  - https://doi.org/10.1108/JOSM-11-2018-0375
AU  - King Ceridwyn
AU  - Murillo Enrique
AU  - Wei Wei
AU  - Madera Juan
AU  - Tews Michael J.
AU  - Israeli Aviad A.
AU  - Kong Lu
PY  - 2019
Y1  - 2019/01/01
TI  - Towards a shared understanding of the service experience – a hospitality stakeholder approach
T2  - Journal of Service Management
PB  - Emerald Publishing Limited
SP  - 410
EP  - 428
Y2  - 2024/04/25
ER  -