An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry

@inproceedings{Bharwani2013AnES,
  title={An exploratory study of competencies required to co‐create memorable customer experiences in the hospitality industry},
  author={Sonia Bharwani and Vinnie Jauhari},
  year={2013}
}
Purpose – The purpose of this paper is to identify and map competencies required by frontline employees to enhance guest experience in the hospitality industry, in the context of an emerging experience economy.Design/methodology/approach – Secondary research through extensive review of relevant literature in the area of experience economy and hospitality management.Findings – This study proposes a new construct of “Hospitality Intelligence” (HI) encompassing mainly Emotional Intelligence… CONTINUE READING

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