The relationship between hospitality and trust among stakeholders: A study in veterinary clinics and hospitals

• Published in: International journal of hospitality management 2023-07, Vol.112, p.103385, Article 103385
• Main Authors: Rocha, Renata Tesser, Barakat, Simone Ruchdi, Alves, Carlos Alberto
• Format: Article
• Language: English
• Subjects: Hospitality; Stakeholders; Trust
• ISSN: 0278-4319
• DOI: 10.1016/j.ijhm.2022.103385

Organizational processes and experiences in hospitality can be thought of as instruments for creating value in organizations and achieving a competitive edge. Another important element for creating value among the stakeholders of an organization is trust. This article seeks to understand the relationship between hospitality and trust among stakeholders, and focuses in particular on customers and veterinarians. The method employs a questionnaire based on three scales: experience of hospitality; hospitableness; and trust. The questionnaire was applied to 185 people responsible for pets, and who are the users of services in veterinary clinics and hospitals in Brazil. The analysis technique involved structural equation modeling. The results showed that the hospitality experience and hospitableness are positively associated with trust being generated in the veterinarian. In conclusion, hospitality factors can have a positive influence on the service offered to stakeholders, and organizations should invest in human relations in order to provide a better quality of service. •The use of hospitality to generate trust between stakeholders in organizations can be a tool for competitive advantage.•Trust with a focus on ability, integrity, and benevolence is important in organizations.•The hospitality experience and hospitableness generate customer trust in the veterinarian.