Front Cover; Emerald Gems: New Perspectives in Hospitality Management; Copyright page; Contents; Preface; Hospitality HRM: Past, Present and the Future; Introduction; Literature Overview; Development of Human Resource Management (HRM); Hard and Soft HRM; Unitarist and Pluralist Perspectives of HRM; Strategic Human Resource Management; Outsourcing; HRM in Hospitality: Challenging Perspectives; Generational Change in Hospitality Employees; Training, Skills, and Service Quality in Hospitality; Technology and Hospitality Workforce; Strategic HRM, HPWP and the Balanced Scorecard in Hospitality

Casualisation and Outsourcing of Hospitality WorkforceTaking Stock of HRM in Hospitality; Future Trends; Conclusions; References; Hospitality Quality: New Directions and New Challenges; Introduction; Hospitality; Customer's Perceptions of Quality; Hospitality Quality; The Hospitality Employee; Management; Conclusion; References; About the Authors; How Much Does Labour Turnover Cost?: A Case Study of Australian Four- and Five-Star Hotels; Introduction; Labour Turnover "Culture" in the Hospitality Industry; Tangible and Intangible Costs of Turnover; Loss of Accountability for Turnover Costs

Turnover Rates and Costs in the Hospitality IndustryResearch Method; Findings and Discussion; Discussion and Conclusions; References; Relationships Among Hedonic and Utilitarian Values, Satisfaction and Behavioral Intentions in the Fast-Casual Restaurant Industry; Introduction; Theoretical Background; Utilitarian Value and Hedonic Value; Value, Satisfaction and Behavioral Intentions; Methodology; Results; Sample Profile; Data Screening; Measurement Model; Structural Model; Indirect Effects; Discussion and Conclusion; Summary of the Study; Implications

Limitations and Suggestions for Future ResearchReferences; Further Reading; Hospitality Marketing Research From 2000 to 2009: Topics, Methods, and Trends; Introduction; Methodology; Study Topic; Industry Application; Main Analysis Methods; Findings; Study Topic Review and Trends; Significant topic trends by journal; Cornell Hospitality Quarterly; International Journal of Hospitality Management (IJHM); Journal of Hospitality & Tourism Research (JHTR); International Journal of Contemporary Hospitality Management (IJCHM); Industry Application Review; Methodology Review; Discussion; Conclusion