1 The concept of hospitality -- 1.1 Hospitality? -- 1.2 Origins and history -- 1.3 The debate -- 1.4 Managing hospitality experiences -- 1.5 The remainder of this book -- Summary -- Food for thought -- 2 Adding value to the hospitality experience -- 2.1 The value chain of hospitality experiences -- 2.2 Product levels -- 2.3 Operating leverage -- 2.4 Pricing -- 2.5 Roles and functions -- Summary -- Food for thought -- 3 The hospitality industry -- 3.1 The nature and scope of the hospitality industry -- 3.2 Hotels and other lodging services -- 3.3 Food and drink services -- 3.4 Entertainment and recreation -- 3.5 Travel service providers -- 3.6 Assembly and event management -- 3.7 Industry developments in marketing and distribution -- Summary -- Food for thought -- 4 Hospitality beyond the industry's borders -- 4.1 Hospitality revisited? -- 4.2 Our society is changing -- 4.3 The 'new and extended' role of hospitality -- 4.4 Hospitality and networks -- Summary -- Food for thought -- 5 The future of hospitality -- 5.1 Predicting the future? -- 5.2 Managers and envisioning the future -- 5.3 Environmental analysis -- 5.4 The contextual environment -- 5.5 The transactional environment: consumers -- 5.6 The transactional environment: the industry -- 5.7 The future of hospitality -- Summary -- Food for thought -- 6 Designing hospitality experiences -- 6.1 Reference points for the design process -- 6.2 Setting the stage for experiences -- 6.3 Personal context -- 6.4 Social context -- 6.5 Guest journey and touchpoints -- 6.6 Guest journey design: choosing touchpoints -- Summary -- Food for thought -- 7 Delivering hospitality -- 7.1 Hospitality and behaviour -- 7.2 Interaction and behaviour -- 7.3 Behaviour and satisfaction -- 7.4 Behaviour and feedback -- 7.5 Leadership -- Summary -- Food for thought -- 8 Quality management in hospitality -- 8.1 Processes and quality -- 8.2 Quality defined -- 8.3 Managing processes -- 8.4 Setting quality targets -- 8.5 Managing resources -- 8.6 Costs associated with quality -- 8.7 Making quality count -- Summary -- Food for thought -- 9 Competencies and leadership -- 9.1 Hospitality management as a profession -- 9.2 Leadership and management -- 9.3 Hospitality competencies -- Summary -- Food for thought -- References -- Acknowledgments -- About the editors and authors -- Index.