A new city hospitality experience model

Abstract

The original city hospitality experience (CHX) model outlined essential components of urban visitor experiences and the dynamics inherent in guest–host relationships. Its primary aim was to comprehend the essence of hospitality in destinations, striving to establish a harmonious equilibrium among diverse engaged stakeholders. A new model appears necessary to respond more effectively to societal developments, the escalating complexity of city hospitality within urban contexts, and the evolving academic discourse on customer experiences. Meta-theoretical research provided a conceptual basis for the new CHX model. Recognizing the multitude of perspectives and stakeholder interests, an initial iteration of the revised model was disseminated among scholars and practitioners, prompting valuable input and recommendations that helped to refine the model. The new CHX model encompasses further elements including relationships between stimuli and responses and evaluative outcomes, while acknowledging contextual and contingency factors. The new model adds to the urban tourism literature and supports practitioners to understand how city hospitality experiences arise and develop. From a societal perspective, the new model enables understanding, measuring and sustaining experiences of stakeholders. It aims to support destinations addressing major challenges, such as having hospitable, open and friendly images of places that offer safe, yet stimulating experiences, in a responsible manner, while recognizing the interests of visitors, residents and businesses. The model helps to explain the impact of developments in digitization, sustainability and overtourism through a multi-stakeholder experience lens. Furthermore, the new CHX model serves as a framework for designing and testing specific interventions that lead to a balanced experience while fostering positive community effects.