Transformative service research in the hospitality industry

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. This approach highlights how the interaction between service entities and consumer entities influences the well-being outcomes of both. Methodology. We adopted the TSR framework to empirically investigate the case of the “Albergo Diffuso”, an innovative Italian model of hospitality that promotes sustainable tourism (Confalonieri, 2011), by applying a multi-method approach through in-depth interviews with key informants and participant observations. Findings. The main outcome of our study is the modification and development of the TSR framework with regard to the tourism industry. Practical implications. The Albergo Diffuso is an ideal case of Transformative Service Organization (TSO) (Fisk et al., 2016) because of its positive economic and social implications on the local communities, consumers and employees. In fact, the goal of a TSO is to create uplifting changes and improvements in the well-being of the individuals, communities and the ecosystem. Originality/value. The originality of this study lies both in the investigation of an innovative Italian hospitality formula 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.