Samenvatting

The continous growth of the tourism industry, the shift from a service to an experience economy and global trends such as increasing technological innovations, make hospitality performance crucial to any tourism organization. However, not all tourism players are yet understanding the significance of the experienced hospitality, which often leads to a discrepancy between the offered and expected hospitality performance. The aim of this study to gain insights regarding the hospitality performance of the beneficiaries of the project ‘Flavours of Málaga’ and how this performance can be improved.
This study is based on literature research as well as field research, namely through observation of the hospitality performance of the beneficiaries. The observations resulted in many insights regarding the current hospitality performance and what is actually desired. Therefore, various recommendations have been suggested in order to avoid discrepancies and thus, to enhance the experienced hospitality.