Memorable interactive experiences between hosts and guests in B&Bs and their generation process: The host perspective

Abstract

Experiences of bed and breakfast (B&B) hosts during guest interactions profoundly affect both guest experiences and the hosts' business passion. However, research on hosts' memorable interaction experiences (MIEs) is still limited. This study, using the critical incident technique and thematic analysis, examines MIEs among B&B hosts in Yangshuo, China, within the framework of interaction ritual chains theory. It identifies that MIEs of B&B practitioners vary from negative to positive, underpinned by two primary experiences: social interaction and novelty. Preventing negative MIEs hinges on service outcomes, decent work, and emotional experience. MIEs, emerging from both successful and broken interaction rituals around positively distinctive daily interactions and problematic crisis events, impact practitioners' well-being and professional passion through the accumulation of emotional energy and sacred symbols. This research contributes to the theoretical understanding of tourism host-guest relations and supports the sustainable growth of the B&B industry.