Commercial friendships in pubs: Defining the quality, levels, and process

S.J. Velthuis*, O. Mitas, E. Losekoot, M. Bastiaansen

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

Abstract

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.
Original languageEnglish
Article number103932
Number of pages8
JournalInternational Journal of Hospitality Management
Volume123
Early online date2024
DOIs
Publication statusPublished - 2024

Keywords

  • Commercial friendship
  • Host-guest relationship
  • Loyalty
  • Pubs
  • Relationship quality
  • Satisfaction

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