Transformative hospitality services: A conceptualization and development of organizational dimensions

Andrew S. Gallan*, Sertan Kabadayi, Faizan Ali, Anu Helkkula, Laurie Wu, Ye Zhang

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

17 Citations (Scopus)


The hospitality industry increasingly adopted well-being practices. However, academic literature has neglected to understand how hospitality organizations design services to improve well-being for customers, employees, communities, and societal and environmental well-being. This paper develops a novel concept, Transformative Hospitality Services (THS), which emanates from an ecosystem view and considers hospitality services as holding the possibility to transform the well-being of various constituents. Building on insights from in-depth interviews with industry experts, this paper identifies organizational dimensions that foster hospitality organizations’ transformative services offerings. Data also reveal facilitators and barriers for hospitality organizations to consider when developing THS offerings. A four-stage journey map is proposed to assess hospitality organizations’ journey towards becoming more transformative. As a result, this research presents contributions to transformative service research by advancing the concept of THS. Additionally, this research offers practical guidance for hospitality organizations through the development of the THS dimensions and journey map.
Original languageEnglish
Peer-reviewed scientific journalJournal of Business Research
Pages (from-to)171-183
Number of pages13
Publication statusPublished - 28.05.2021
MoE publication typeA1 Journal article - refereed


  • 512 Business and Management
  • transformative service research
  • well-being
  • hospitality services
  • organizational capabilities
  • service ecosystems

Areas of Strength and Areas of High Potential (AoS and AoHP)

  • AoS: Competition economics and service strategy - Service and customer-oriented management


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