Competitive advantage through service in hospitality and tourism: a perspective article

Abstract

Purpose Given the dramatic technology led service innovations that are putting pressure on hospitality and tourism businesses, competitive advantage may depend significantly on remaining opportunities for a human element to be incorporated into the customer experience. Design/methodology/approach This conceptual study provides a synthesis of the past and the future understanding of the importance of service management. Findings A conceptual framework is provided that extends our understanding of emotion connection and reliance on technology. The examples are given to enrich the discussion. Originality/value This study is among the first to highlight and explore the interrelationship between emotional connection and the reliance on technology in the context of hospitality experience.