Transformative service research in the hospitality industry: The case of the “Albergo Diffuso”

Annalisa Galeone, Roberta Sebastiani

Abstract


Purpose. The aim of this paper is to empirically apply the Transformative Service Research (TSR) framework developed by Anderson et al. (2013) to the hospitality industry. Specifically, we investigated how the “Albergo Diffuso”, an innovative Italian model of hospitality, boosts the economy of small rural villages influencing the collective well-being of all the actors involved in the hospitality process.

Methodology. We selected three Alberghi Diffusi in three different Italian regions. Hence, we applied a multi-method approach through participant observations and ten in-depth interviews with key informants: managers, staff, tourists, service providers and residents. 

Findings. From the analysis five recurring themes emerged that concur to enrich and develop the TSR framework: Sustainability issues, mutual exchange, networked approach, cultural stances, authenticity.

Practical implications. The Albergo Diffuso is an ideal case of Transformative Service Organization (TSO) because of its positive economic and social implications on the local communities, consumers and employees. It contributes to create uplifting improvements in the collective well-being of all the actors involved.

Originality/value. The originality of this study lies both in the investigation of the Albergo Diffuso model through the lens of TSR, and in providing new research avenues for service scholars interested in individual and collective well-being in the tourism industry.

Keywords


Transformative service research; Sustainable tourism; Hospitality industry; Albergo Diffuso; Consumer well-being; Collective well-being

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References


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