The tourism industry is experiencing its greatest expansion since the time of Thomas Cook until today. Namely, the last 20 years have been a sign of dominant growth and development of tourism, in addition to the fact that at the same time, the world economy is under attack from economic crises....

This chapter conceptualizes a framework that can be applied to examine the service experiences of business tourists at luxury hotels. A synthesized literature review results in the identification of three service constructs − surprise, recovery, and sweetness − that constitute the service...