This study examines how nonprofit long-term care (LTC) organizations in Northern Italy design hospitality experiences to foster the common good in the context of population aging. While aging represents one of modern society’s greatest achievements, it also raises political, social, and organizational challenges, particularly in ensuring sustainable and dignified elderly care. Traditional standardized services are no longer sufficient to meet the complex needs of the “young old” and the “oldest old,” especially in LTC settings that combine healthcare provision with hospitality and end-of-life support. Unlike for-profit providers, nonprofit LTC organizations operate with a purpose-driven mission, emphasizing social impact and ethical values rather than financial gain. The research adopts a qualitative multiple case study approach, analyzing 12 nonprofit LTC organizations through semi-structured interviews and thematic analysis. The theoretical framework integrates the concepts of the common good and communitarian organization with the experience economy, highlighting the interplay between ethical purpose and service design. Findings reveal that nonprofit LTC organizations shape hospitality not merely as a set of services but as a lived experience, deeply rooted in values of dignity, relational care, and community engagement. This approach promotes well-being among residents and strengthens the social impact of care provision. The study contributes to the literature by bridging debates on the common good and experience design within elderly care. It also offers managerial insights, emphasizing how nonprofit LTC providers can balance organizational sustainability with ethical service delivery, ultimately reframing hospitality as a driver of social value and human flourishing.
The Hospitality Experience Quality in Nonprofit Long-Term Care Organizations for the Common Good Creation
Mion G.
;Bonfanti A.;Simeoni F.;Rossato C.;Vigolo V.
2025-01-01
Abstract
This study examines how nonprofit long-term care (LTC) organizations in Northern Italy design hospitality experiences to foster the common good in the context of population aging. While aging represents one of modern society’s greatest achievements, it also raises political, social, and organizational challenges, particularly in ensuring sustainable and dignified elderly care. Traditional standardized services are no longer sufficient to meet the complex needs of the “young old” and the “oldest old,” especially in LTC settings that combine healthcare provision with hospitality and end-of-life support. Unlike for-profit providers, nonprofit LTC organizations operate with a purpose-driven mission, emphasizing social impact and ethical values rather than financial gain. The research adopts a qualitative multiple case study approach, analyzing 12 nonprofit LTC organizations through semi-structured interviews and thematic analysis. The theoretical framework integrates the concepts of the common good and communitarian organization with the experience economy, highlighting the interplay between ethical purpose and service design. Findings reveal that nonprofit LTC organizations shape hospitality not merely as a set of services but as a lived experience, deeply rooted in values of dignity, relational care, and community engagement. This approach promotes well-being among residents and strengthens the social impact of care provision. The study contributes to the literature by bridging debates on the common good and experience design within elderly care. It also offers managerial insights, emphasizing how nonprofit LTC providers can balance organizational sustainability with ethical service delivery, ultimately reframing hospitality as a driver of social value and human flourishing.
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