Relationship Management in Tourism : Integrating Service Systems, Hospitality and Local Communities

Kurzfassung/Abstract

Tourism is often understood as the management of destinations and services, yet it can also be viewed more fundamentally as the management of relationships. This keynote contrasts the structured logic of service systems with the relational practice of hospitality and shows why both perspectives remain incomplete when considered separately. Building on this tension, an integrated perspective is being proposed in which tourism value is co-created by tourism providers, guests, and local communities, highlighting new approaches to relationship management and leadership.