Intro -- Contents -- Preface -- Chapter 1 -- Towards a Theoretical Understanding of Hospitality -- Abstract -- Introduction -- Studying Hospitality -- The Cultural/Social Domain -- The Private/Domestic Domain -- The Commercial/Industrial Domain -- Hospitality Motives -- Hospitality Services -- Uniformity Dependent Services -- Choice Dependent Services -- Relationship Dependent Services -- Professional Dependent Services -- Conclusion -- References -- Chapter 2 -- One Cheer for Marxism: Hospitality as a Bourgeois Phenomenon -- Abstract -- Introduction -- Marx, Social Class and the Bourgeoisie -- Class, Status, and Consumption -- Class, Problems of Consumption and Bourgeois Values -- Bourgeois Values -- The Bourgeois Nature of Hospitality -- The Hospitality Turn and Bourgeois Values -- Value Hierarchies and Bourgeois Hospitality -- Consumption and the Production of Hospitality -- Conclusion -- References -- Chapter 3 -- Hostility and Hospitality: Connecting Brexit, Grenfell, and Windrush -- Abstract -- Introduction -- Structures and Functions of Hospitality and Hostility -- Hospitality as Moral Obligation -- Hospitality, Transgression, and the Pleasures of Hospitlaity -- Brexit, Grenfell, and Windrush: Issues of Home and Home Making -- The Hostile Environment -- References -- Chapter 4 -- Inhospitable Hospitality? -- Abstract -- Introduction -- McDonaldized Hospitality -- Predictability -- Control -- Non-Human for Human Technology -- Irrationality of Rationality -- Simulated Hospitality -- Enchantment/Disenchantment -- Emulation -- Nothing -- Things and Non-Things -- People-Non-People -- Service-Non-Service -- Conclusion -- References -- Chapter 5 -- Experiencing, Expressing and Evoking Emotions in Hospitality and Tourism -- Abstract -- Introduction -- Classifying and Decoding Emotions.

The Importance of Emotions in the Hospitality and Tourism Field -- Conclusion -- References -- Chapter 6 -- A Paradigm Shift from "Emotional Labor" to "Genuine Emotional Display" in the Workplace -- Abstract -- Introduction -- The Role of Emotions in the Services Transaction Process -- The Theory of Emotional Labour and Its Parameters -- A Paradigm Shift from Emotional Labour to Emotional Display Genuineness -- Conclusion -- References -- Chapter 7 -- Working in Hospitality: Flexible Working and the Gig Economy -- Abstract -- Introduction -- Working in Hospitality -- Recruitment Platforms -- Employers -- Workers and Employees -- Conclusion -- References -- Chapter 8 -- Pleasure and Hospitality in New Zealand: The Roles of Alcohol, Sex, and Service -- Abstract -- Introduction -- Alcohol and Accommodation in Early New Zealand -- A Developing (and Continuing?) Social Problem -- Early Lodgings -- Hotels and Social History -- The Role of Sex in Hospitality -- Sexual Hosting -- Sexual Behaviour or Harassment? -- Causes of Harassment -- The Role of Appearance -- Self-Sexualising Labour -- The Role of Pleasure -- The Necessity of Pleasure in Hospitality -- Conclusion -- References -- Chapter 9 -- The Diminishing Role of the General Manager from a Middle Managers' Perspective -- Some Generic Drivers -- Abstract -- Introduction -- The General Manager as Middle Manager -- The Development of Networked Hotel Organizations -- The Growth of the Chain Organization -- Informatzation -- Conclusion -- References -- Chapter 10 -- Roboptimism or Pessimism: HR Managers Face a Challenge -- Abstract -- Introduction -- What the Academic Literature Tells Us -- Benefits and Challenges for the Organisation -- Impact on HRM and Employees -- Challenges of Implication -- Effect on Employment -- The Needs and Wishes of Customers -- The Future -- Further Research.

Conclusion -- References -- Chapter 11 -- Ladies and Gentlemen Serving Ladies and Gentlemen -- Abstract -- Introduction -- Missions, Visions, Mottos and Values -- The Standard: Ritz-Carlton -- Other Hotel Chains -- Analysis of Vacancies -- Bastion, Marriott and Van der Valk -- Falkensteiner and Kempinski -- Bastion and Hilton -- Summary of the Three Studies -- Conclusion -- References -- Chapter 12 -- Wine Tourism and Hospitality: Opportunities and Challenges for Future Development -- Abstract -- Introduction -- Wine Tourism Definition and Characteristics -- Who Are the Wine Tourists? -- Wine Routes and Their Contribution to Tourism -- Organic Wine and Tourism Development -- Conclusion -- References -- About the Editors -- Index -- Blank Page.