Dimensions of Tourism and Hospitality Service Experience: A Hermeneutical Approach

Abstract

The aim of this paper is to enhance the knowledge and understanding of service experience dimensions in tourism and hospitality industry. It introduces management principles that are applied to the context of tourism and hospitality in relation to managing service experience. This paper examines the concepts of service experience and its impact on tourists. Moreover, the role of staff with the tourists’ expectations will be explored as staff behaviours and attitudes have a direct impact on tourist satisfaction. This research is taking a hermeneutical approach by reviewing of literature regarding service experience in tourism and hospitality industry. The findings revealed that service experience should be properly managed by tourism and hospitality firms through understanding the needs of tourist expectation, tourist satisfaction, tourists’ culture and staffing. To conclude, this study has addressed the dimensions of tourism and hospitality service experience by using a conceptual approach.

Keywords: Service experience, Tourist expectation, Tourist satisfaction, Tourists culture, Hermeneutical approach.