Building hospitality institutionality in Campos do Jordao/Brazil

The present study started from the guiding problematic of how to structure a city by seeking experience management based on hospitality. An analysis of the general theory of systems, based on North's [(1993). The new institutional economics and development. Retrieved from http://www2.econ.iastate.edu/tesfatsi/NewInstE.North.pdf.] understanding, was applied to the hospitality sector, enhanced by the lens of hospitality as exemplified by Lashley [(2000a). In search of hospitality: Towards a theoretical framework. International Journal of Hospitality Management, 19(1), 3-15; (2015). Hospitality and hospitableness. Revista Hospitalidade, 12(special issue), 70-92.]. It is necessary to take into consideration the social scenarios where hospitality and actions linked to hospitality conditions take place as well as the impacts caused by social forces. Thus, the aim of the present study is to build the institutionality of 'being welcome' in Campos do Jordao/Brazil. The exploratory research was the methodological design adopted herein, which was based on a qualitative perspective substantiated by literature reviews. Based on the analysis of the collected data, it was possible to suggest a hospitality system model for Campos do Jordao City. The research allowed the development of a model based on acknowledging citizens as hosts, and it enabled hospitality relationships and experiences.

Automated summary

This study analyzed hospitality experience management in Campos do Jordao, Brazil, using the general theory of systems and a lens of hospitality. The aim was to build the institutionality of 'being welcome' in the city. The research adopted an exploratory design based on qualitative perspective and literature reviews.