This research project aims to explore the experience (co-)creation in the hospitality industry according to service- and customer-dominant logics.
It follows a qualitative approach. Through an in-depth analysis of more cases study, the research examines the empirical evidence of some significant startups in the Italian hospitality industry.
The expected results are the following: 1) experience creation in the hospitality industry is connected to the interactive service context; 2) an important role plays the interaction in local culture that is created through the unique and authentic interaction with service provider, hosts, other guests/travelers, and physical structure related to service.
This research suggests to managers hopsitality to consider the immersion of customers/guests in the service delivery process and in local culture in order to create experiences connected to the spirit of the place and its people.