Mobilising identity and culture in experience co-creation and venue operation |
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| Institution: | 1. Rosen College of Hospitality Management, University of Central Florida, 9907 Universal Boulevard, Orlando, FL 32819, USA;2. Oxford School of Hospitality Management, Faculty of Business, Oxford Brookes University, Gipsy Lane, Oxford, OX3 0BP, UK;1. Division of Engineering, Business, and Computing, Penn State Berks, Tulpehocken Road, P.O. Box 7009, Reading, PA, 19610, USA;2. School of Hotel and Restaurant Administration, Oklahoma State University, 365 Human Sciences, Stillwater, OK, 74078, USA;1. Faculty of Economics, University of Algarve, Campus de Gambelas, 8005-139 Faro, Portugal;2. Griffith Business School, Building (G27), Room 3.12, Gold Coast Campus, Griffith University, Parklands Drive, Southport, QLD 4222, Australia;1. School of Management and Economics, University of Electronic Science and Technology of China, Chengdu 611731, China;2. Centre for West African Studies, University of Electronic Science and Technology of China, Chengdu 611731, China;3. Department of Psychology, Zhejiang Normal University, China No. 688 Yingbin Avenue, Jinhua, Zhejiang Province, 321004 China;4. School of Business, Management and Economics, University of Kigali, Rwanda;5. Department of Marketing and Entrepreneurship, University of Ghana Business School, Ghana;6. Business School, University of the Free State, South Africa;7. Finance Directorate, Koforidua Technical University, Koforidua, Ghana |
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| Abstract: | This paper examines the multiple ways in which notions of identity and associated cultural values are entangled in the management and operation of commercial hospitality spaces. The paper reviews literature on experience, identity and hospitality operations management within the experience paradigm and argues that existing work provides limited insights into how identities are ‘experientialised’ within hospitality venues. Empirical data are used to demonstrate how management and consumers mobilise direct and associative references to identity. The paper conceptualises the processes involved in venue operation through the notion of inducement, and it discusses the spatial, material, performative and representational practices in the creation of hospitality experiences. |
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| Keywords: | Identity Culture Experience Operations management Space Performance Co-creation Event management |
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