TY - JOUR
T1 - Commercial friendships in pubs
T2 - Defining the quality, levels, and process
AU - Velthuis, S.J.
AU - Mitas, O.
AU - Losekoot, E.
AU - Bastiaansen, M.
PY - 2024
Y1 - 2024
N2 - This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important aspects. We found six levels of commercial friendship that range from minimal interactions, categorized as 'guest,' to deep, personal connections identified as 'best friend.' We identified three dimensions of commercial friendship quality: activities, self-disclosure, and social support. A critical finding is the 'tipping point'-a stage in the relationship development where interactions shift from professional to personal, characterized by mutual personal disclosure and balanced social support, redefining professional relationships. These findings demonstrate that commercial environments can foster genuine friendships, and provide valuable insights for enhancing interpersonal relationships within the hospitality industry.
AB - This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important aspects. We found six levels of commercial friendship that range from minimal interactions, categorized as 'guest,' to deep, personal connections identified as 'best friend.' We identified three dimensions of commercial friendship quality: activities, self-disclosure, and social support. A critical finding is the 'tipping point'-a stage in the relationship development where interactions shift from professional to personal, characterized by mutual personal disclosure and balanced social support, redefining professional relationships. These findings demonstrate that commercial environments can foster genuine friendships, and provide valuable insights for enhancing interpersonal relationships within the hospitality industry.
KW - Commercial friendship
KW - Host-guest relationship
KW - Loyalty
KW - Pubs
KW - Relationship quality
KW - Satisfaction
UR - https://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=wosstart_imp_pure20230417&SrcAuth=WosAPI&KeyUT=WOS:001319179800001&DestLinkType=FullRecord&DestApp=WOS_CPL
U2 - 10.1016/j.ijhm.2024.103932
DO - 10.1016/j.ijhm.2024.103932
M3 - Article
SN - 0278-4319
VL - 123
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 103932
ER -