Creating experiences in the hospitality industry

Starting date
December 5, 2016
Duration (months)
Managers or local contacts
Bonfanti Angelo

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.

Project participants

Angelo Bonfanti
Associate Professor

Collaboratori esterni

Rossella Canestrino
Università Parthenope di Napoli
Pierpaolo Magliocca
Università di Foggia
Research areas involved in the project
Gestione dei servizi
Service management
Gestione del turismo
Tourism management


Research facilities