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An interesting observation emerging from the interviews was the role of genuineness and distinctiveness for creating the desired atmosphere. Genuineness implies using only
“real” inputs in the products, and consequently the respondents emphasized the importance of avoiding “fake” atmospheric drivers. For the tangible drivers, this means consistently high-quality material and flawless design. For intangible elements, genuineness requires that the host and staff sincerely care about their guests, and not only greet them or communicate in a drilled manner. Distinctiveness implies that the hospitality establishment must be different from what the competitors offer.
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