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Conflict and Hostility in Hotels, Restaurants, and Bars

Editat de Conrad Lashley
en Limba Engleză Hardback – 13 iun 2024
This book critically explores conflict and hostility in a range of hospitality settings and from a broad stakeholder perspective.
The provision of accommodation, food, and drink in commercial settings has conflict at its core because the commercial transaction between hosts and guests can result in a clash of expectations between the server and served. These service encounters involve stakeholders other than immediate personnel and their clients; owners, managers, local communities, and regulatory and licensing authorities also have concerns about the hotels, restaurants, and bars in their midst. The book recognises that these different stakeholders frequently have common interests but are also in conflict as their needs and goals compete with others. By reviewing these multi-agenda perspectives, the contributors offer new insights into topics such as conflict theory within the hospitality industry, human trafficking, employee conflict, dysfunctional leadership, tall poppy syndrome, and the impacts of over-tourism on host communities.
Written by leading international academics, this significant volume will be of interest to students, researchers, and academics interested in critical hospitality studies, sociology, and business, as well as anthropology and culture studies.
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Specificații

ISBN-13: 9781032427324
ISBN-10: 1032427329
Pagini: 228
Ilustrații: 16
Dimensiuni: 156 x 234 mm
Greutate: 0.58 kg
Ediția:1
Editura: Taylor & Francis
Colecția Routledge
Locul publicării:Oxford, United Kingdom

Public țintă

Postgraduate

Cuprins

Chapter 1 – Conflict theory: principles and forms  Chapter 2 – Labour conflict situations in the tourism and hospitality industry  Chapter 3 – Does power corrupt? Exploring dysfunctional leadership  Chapter 4 – Hospitality and hostility  Chapter 5 – Trust and fear: The unknown but useful Other – Uber, in Brazil  Chapter 6 – Conflict and hostility in gastronomic establishments: a view of the LGBTQ+ community  Chapter 7 – Conflict between stakeholders  Chapter 8 – Employer engagement with human trafficking  Chapter 9 – The effect of employer branding on job seeking intention: Insights from hospitality students  Chapter 10 – Tall poppy syndrome  Chapter 11 – Dealing with complaining customers  Chapter 12 – Conflict by the state over alcohol sales – legal requirements and social expectations  Chapter 13 – Tourists Go Home! Exploring conflicts between residents and visitors

Notă biografică

Conrad Lashley is a former Professor and Editor Emeritus of Hospitality & Society. He was previously Professor in Hospitality Studies in the Academy of International Hospitality Research in the Netherlands.

Descriere

This book critically explores conflict and hostility in a range of hospitality settings and from a broad stakeholder perspective.