Hospitability is pointed out as an important aspect economically and socially, especially in gastronomy. Social interactions are an important driver of customer service experiences, especially regarding interaction-intensive services offered at restaurants, where customers actively participate as co-creators of their experience in the physical environment of restaurant establishments. Often when services are designed, customers are treated as passive receivers of a service offering. The present study addresses social interactions as drivers and customers as active contributors to their restaurant experiences. The aim of this study was to analyze and portray the contents and importance of social interactions in customer restaurant experiences, and the role social interactions play as a driver of customer service experiences as described by customers in their own words. A Critical Incident Technique study was conducted, and data were analyzed applying constant comparative principles. The results provide a detailed description, analysis and categorization of social interactions as drivers occurring throughout the service process. The dynamic role of social interactions, involved throughout the service process is illustrated by categorizing social interactions into favorable and unfavorable experiences. The importance of social interactions for customers indicates that hospitability might be an important issue for all types of restaurants and other interaction intensive service contexts.