What is hospitality?
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TL;DR
This paper reviews the literature of hospitality and proposes a model of hospitality, which has implications for delivering hospitality in a customer service organization.
Abstract
Some health care organizations looking to improve customer satisfaction have tried to redefine their customers as guests, applying the concept of hospitality to their operations. It is not clear, however, just what hospitality means. This paper reviews the literature of hospitality and proposes a model of hospitality. Some implications for delivering hospitality in a customer service organization are discussed.