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Full Description
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.
Contents
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
