HOSPITALITY COMMUNICATION THEORY: Beyond Service, Behind Genuine Comfort

doi:10.36782/jcs.v6i2.2037

HOSPITALITY COMMUNICATION THEORY: Beyond Service, Behind Genuine Comfort

Bambang Sukma Wijaya

Abstract

Hospitality communications play a pivotal role not only within the hospitality industry but also across the entire spectrum of human interaction, ranging from interpersonal to global communication. Effective communication in hospitality transcends service delivery, influencing relationships, trust, and satisfaction in diverse contexts. This article constructs and elucidates the essential aspects of hospitality communications, serving as both a practical guide for professionals and a roadmap for future research. Employing a conceptual methodology with typology approach, this study synthesizes existing literature to identify and analyze key components that define effective hospitality communication. The findings reveal six interrelated, helical aspects: empathetic communication (the ability to understand others’ feelings, needs, and perspectives genuinely), caring and helpfulness (a sincere attitude of attentiveness and readiness to assist others effectively), unselfishness and flexibility (a spirit of selflessness without expectation of return and adaptability to changing needs and contexts), positive message and mindset (communicating with optimism, solution orientation, and trust-building intent), responsibility and respect (demonstrating accountability and honoring the dignity and rights of others), and compliment and compensation (recognizing contributions and handling complaints with fairness and appreciation). These elements collectively foster meaningful connections and enhance the overall communication experience beyond transactional service interactions. As the first study to propose a structured formulation of the hospitality communication theory in the communication discipline, this article provides valuable insights for professionals, organizations, and academics. It offers a foundational framework for further developing research, concepts, models, methods, and strategies that support the creation of more humane, inclusive, and emotionally intelligent communication practices in various fields.

To cite this article:

Wijaya, Bambang Sukma. 2016. Hospitality Communication Theory: Beyond Service, Behind Genuine Comfort. Journal Communication Spectrum, Vol. 6(2), 187-212. DOI: 10.36782/jcs.v6i2.2037

Keywords

Empathy; Helpfulness; Unselfishness; Positive Messages; Respect

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