The experience economy is a broadly described and researched concept useful for and related to the hospitality industry. The importance of employees in hospitality together with the concept of experience is the basis for my research which focusses on the interaction between guests and employees and the relation between their experiences of the hospitality service.
For the research a theoretical model has been developed. Within three main layers (context, individuals and interaction) literature is gathered in an overview of relevant theories.

In order to provide the research with a practical perspective, case studies are obtained. By qualitative interviews most of the data is collected. Other data collection methods for the research are desk research and participant observation.

Three cases are investigated for the research, two in a more extended way, one on a micro level. By describing the general hospitality experience of each case and structuring hints and cues from the collected data a comparison is possible between guests and employees.

Interaction between guests and employees appears to be very important in the total hospitality experience. Congruence between the environment of the experience and the provided service is very important. A relation between the experience of the guests and the employees can more or less be seen in each case. The interaction has to be at least functional; more enjoyable and personal interaction is considered to add something extra to the service.

Congruence between intangible and tangible aspects of the hospitality experience seems to be very evident. Furthermore do organization need to recognize every stage of the service as being of importance to fulfill the expectations of the guests.

Management by values and using the concept of values in for example the hiring process of new employees are ways for organizations to provide better service. Commitment to the guest is the most important avenue for employees in the industry, together with sensitivity the the needs and desires of each guest.

Guests and employees together co-create their individual hospitality experience!

Future research should focus on more quantitative methods of research. Making the experience really memorable and meaningful should be one of the main focuses. Both research in a cross-cultural context and in other industries are possibilities of future research also.

Teun den Dekker

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