“事实上,很少有员工,或者是企业家,进入商业领域的酒店员工没有一些酒店在国内的经验设置”(拉什利,2017年,p . 5)。员工必须因此承载他们学到的价值观私人/家庭域到他们的工作场所设置,为了欣赏他们如何能更好的满足客人,无论是在商业或非商业私人/家庭设置。
当谈到酒店服务和客户体验时，另一个失败是需要平衡有形和无形的因素来提供客户体验(Balmer & Baum, 1993)。通常，在酒店环境中，为客户创造的氛围只考虑有形的元素，如空间、时间等。情感方面的问题，如为顾客创造难忘的体验，也会被处理，但被认为不仅仅是基本的需求，特别是基于酒店不同的星级评级。例如，在这个提供床单的特殊酒店，空间和更多被认为是基本元素。然而，忽视新床单的提供，没有创造难忘的体验。只有当顾客有了难忘的体验，他们才会想再来酒店。
In the given article, the manager who was approached by the people investigating the bed sheets approached it as part of a work concern, and not as a hospitality or value concern. The workers who had not changed the sheets or who were careless in their work might also not have appreciated the hospitableness value that they were rendering. They might have seen the changing of the sheets as yet another work and might not have fully appreciated the obligation that they had to vouchsafe to serve.
“Indeed, few employees, or would be entrepreneurs, enter the commercial sectors of hospitality as workers without having some experiences of hospitality in domestic settings” (Lashley, 2017, p. 5). The employees must hence carry forth the values they learnt in a private/domestic domain into their workplace settings, in order to appreciate how they could better satisfy the guests, be it in a commercial or non-commercial private/domestic setting.
When it comes to hospitality and customer experience, another failure is the need to balance between tangible and intangible factors to provide customer experience (Balmer & Baum, 1993). Usually, in a hotel environment, the atmosphere created for the client only takes into account tangible elements like the space, the time, etc. Emotional side of the issues such as creating memorable experience for the customer is also handled but is considered as something more than a basic need, especially based on the different star ratings of hotels. For instance, in this particular hotel providing bed sheets, the space and more are considered as basic elements. However, in overlooking the provision of new sheets, the memorable experience is not created. Only when customers have memorable experiences, they will want to come back to the hotel.
Herzberg’s (1966) concept of motivation presents the physical aspects of the place, such as facilities, the bed sheets, meals and drinks, etc., as dissatisfiers, and emotional elements are the ones that truly produce customer satisfaction and that quality in hospitableness is missing here.
The selected media piece reveals how hotels in their commercialization of the hospitality experience might suffer because true hospitableness is lost. The hotels must try to incorporate learnings from private/domestic domain of hospitality. There are ways that hotels should try to meet their obligations by balancing emotional elements with tangible element needs. In doing so, the hospitality industry will truly be restored to a more balanced operation.