Competitive advantage through service in hospitality and tourism: a perspective article

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.

Citation

Kandampully, J. and Solnet, D. (2020), "Competitive advantage through service in hospitality and tourism: a perspective article", Tourism Review, Vol. 75 No. 1, pp. 247-251. https://doi.org/10.1108/TR-05-2019-0175