The drivers of hospitality experience quality in the long-term care organizations: preliminary empirical results

This study explores how hospitality experience quality is created in Long-Term Care Organizations (LTCOs), where older adults seek not only clinical care but meaningful, emotionally rich experiences. Through a qualitative research method based on a survey conducted through interviews with LTCO managers of the Veneto Region in Italy, a set of drivers emerged. They contribute to bridging the gap between healthcare and hospitality literature and align with the UN’s Sustainable Development Goal 3, promoting well-being for all ages. It represents one of the first efforts to define and explore hospitality experience quality in LTCOs. Managers are encouraged to cultivate an organizational culture beyond operational efficiency, integrating experiential elements into daily care.