Abstract
This research explores commercial friendship within Dutch pubs, focusing on the transition from transactional to personal interactions between bartenders and guests. The study uses semi-structured interviews and thematic analysis to reveal that commercial friendship shares many similarities with non-commercial friendship but differs in important aspects. We found six levels of commercial friendship that range from minimal interactions, categorized as 'guest,' to deep, personal connections identified as 'best friend.' We identified three dimensions of commercial friendship quality: activities, self-disclosure, and social support. A critical finding is the 'tipping point'—a stage in the relationship development where interactions shift from professional to personal, characterized by mutual personal disclosure and balanced social support, redefining professional relationships. These findings demonstrate that commercial environments can foster genuine friendships, and provide valuable insights for enhancing interpersonal relationships within the hospitality industry.
Document Type
Journal Article
Date of Publication
10-1-2024
Volume
123
Publication Title
International Journal of Hospitality Management
Publisher
Elsevier
School
School of Business and Law
RAS ID
71901
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Comments
Velthuis, S. J., Mitas, O., Losekoot, E., & Bastiaansen, M. (2024). Commercial friendships in pubs: Defining the quality, levels, and process. International Journal of Hospitality Management, 123, 103932. https://doi.org/10.1016/j.ijhm.2024.103932