The Meaning of Authenticity in the Experience Industry: An exploratory study of Swedish concept restaurants

Abstract

The experience industry is booming and for restaurants to be a part of this industry they must offer more than food and common services. To be competitive in the experience industry companies are told to render authenticity. However, the meaning of authenticity remains rather unexplored in academic literature. The purpose of this study is to understand the meaning of authenticity in the experience industry, with its main focus on concept restaurants. This research has a practitioners’ focus by analyzing four concept restaurants, perceived as authentic, as case studies. The cases are selected from a constructivist viewpoint were authenticity is identified as being true to oneself and being who you say you are to others. Qualitative interviews were conducted with consultants and restaurant owners. The empirical findings indicate the importance for businesses to stay close to their personal interests and passion in order to be perceived as trustworthy. It is also necessary to express the concept and act out reality and truth through the food, interior and ambience. To render authenticity, companies must communicate their own identity. This can be done by expressing clearness, uniqueness and commodification, which should be based on the consumers’ common perception and already established truths. Our theory suggests that authenticity must be considered when the goal is to create a memorable experience.