Professor Peter Lugosi

The Food Waste Hierarchy is a prescriptive framework advocating the use of waste prevention and reuse strategies above less sustainable ones such as recycling, recovery and disposal. However, its adoption and effective deployment in the tourism and hospitality sector remains questionable. This paper examines hospitality workers’ conceptions and applications of waste hierarchy principles within the context of routine operations to assess the implications of embedded organisational practices for the adoption of optimal approaches. Primary data were collected through documentary analysis, participant observation and semi-structured interviews at luxury hotels. The data suggest that the Food Waste Hierarchy is not fully understood. Consequently, choices that do not help to maximise environmental benefits are often adopted. Furthermore, various levels of the hierarchy potentially conflict and undermine the implementation of other options. The findings stress that, although the general principles of the waste hierarchy clearly have merits, the application of this framework within tourism and hospitality is likely to be limited by several contextual factors. These factors shape employees’ behaviours and guide organisational routines in hotels that shape the prevention and effective management food waste.

This paper examines contextual dynamics shaping the development of trust in the management of indigenous tourism. It focuses in particular on the role of women’s leadership in fostering community autonomy and a sense of community, which is argued to be key to building trusting relations essential to sustaining the tourism enterprise. Based on empirical fieldwork with the Pataxó Jaqueira community of Porto Seguro, Brazil involving document analysis, participant observation and interviews, the paper shows how trust, tradition and culturally embedded indigenous leadership capacities interact when seeking to develop and deliver tourism that meets community needs. The data show how investing in cultural resources builds social capital and reinforces the credibility women’s leadership, which is then leveraged to challenge patriarchal gender norms. Moreover, it identifies mechanisms of trust development and maintenance between entrepreneurial indigenous women and other community stakeholders, stressing the impacts of the women’s capacity for openness, solidarity and risk taking. The article thus provides contextualised and historically-informed, socio-cultural insights regarding the intersections of gender, trust and traditions in shaping sustainable indigenous tourism.

There are many erroneous but pervasive ‘truths’ about tourism. This study assesses individuals’ capacity to question these myths alongside their self-perceptions of their critical thinking skills. The research used a survey with 1,493 respondents from 22 universities across 16 countries/territories to test the Dunning Kruger effect, which suggests an inverse relationship between self-belief and competence. The data provides strong evidence of the Dunning Kruger effect insofar as those more likely to believe in tourism myths also had a greater tendency to overestimate their capabilities, and vice versa. We discuss the possible causes and the implications for tourism education, identifying potential interventions at different points along learners’ developmental journeys to help ensure a more sustainable future for tourism scholarship and practice.

This paper examines the design and operational challenges of managing a mentoring program supporting the labor market integration of humanitarian migrants. Data were collected using extended participant observation of organizational activities and processes, analysis of internal and external-oriented documents and communications, and interviews with a range of program stakeholders in a French organization working with recently arrived humanitarian migrants. Utilizing theoretical insights from value creation approaches, the paper identifies how the organization attempted to construct value propositions, including how these were embedded in the program’s design and actors’ engagement. Moreover, it examines critically how these were interpreted, enacted and occasionally subverted through the perceptions and actions of the various actors involved in the program delivery. In doing so, the study evaluates how the scope, goals and impacts envisioned by the organization translated into participants’ experiences, which potentially shaped program outcomes. The findings stress the implications of program specialization and distributed governance on the effective management of mentoring schemes aimed at facilitating migrants’ transition into work.

This article examines the role that third sector organizations (TSOs) play in supporting refugees’ access to the labor market in England. TSO practices are conceptualized through the notion of “bottom-up” solidarity. Data gathered through interviews with refugees and representatives from charities, social enterprises, and public authorities are used to identify how TSO actors enact bottom-up solidarity and, in turn, facilitate integration of refugees into the labor market. The findings show how labor market transition is built on the transformation of the wider circumstances faced by refugees. Data also demonstrates how the creation of direct employment opportunities, coupled with intermediation and trust brokerage, and alongside episodic and extended coaching, is key to enacting “bottom-up” solidarity.

This paper explores the potential of conducting multiparadigm research within and beyond cross-cultural management, using narratives to examine how organizations shape migrant integration experiences and trajectories. It highlights the strengths of paradigmatic multiplicity in research with examples of three illustrative studies respectively using functionalist, interpretive and critical perspectives, while also considering the boundaries of these individual approaches. The paper proceeds to explore the potential of adopting a multiparadigm approach within a research strategy that places narratives at the centre of enquiry. It identifies the scope and focus of future research for a socially and politically important area of enquiry; it evaluates the application of diverse paradigm-driven methodological perspectives including the challenges involved in using them alone and in combination; and it develops a transferable framework to guide research in cross-cultural management, organization and migration studies that helps to assure procedural and conceptual rigour, and to generate practicable insights that facilitate successful integration outcomes.

This study examines key socio-cultural factors that influence Saudi tourists’ decisions to travel abroad. The paper utilises qualitative data collected through semi-structured interviews with males and females, whose views remain under-researched. It explores how Saudi Arabia’s deeply embedded religious and tribal value systems and structures, shape tourists’ destination choices and travel behaviours. The findings show that social norms and cultures of surveillance, alongside social obligations, act as push factors, decreasing the appeal of domestic tourism. Moreover, data suggest that seeking personal space and freedom, and the ability to engage in norm-breaking practices, are pull factors that make international destinations, especially those with fewer co-nationals, appealing. Practically, the study helps to identify marketing strategies that domestic and international destinations can adopt to target and accommodate Saudi tourists more effectively. Theoretically, the findings help to conceptualise a middle ground between what we call ‘extensionist’ and ‘rejectionist’ views of cultural influence, and to appreciate the cumulative, intersecting impacts of socio-cultural imperatives.

This paper examines inter-organisational behaviours in what we call ‘migrant support ecologies’ – shared physical and abstract spaces where multiple organisations work to help migrants access and transition within the labour market. Drawing on composite data generated through studies conducted in the UK and Brazil, we argue that actors and organisations in such environments operate in ‘common goal domains’, in which objectives are related but not necessarily integrated or coordinated, and they consequently adopt diverse interactional practices. We distinguish between four ideal types of migrant support organisation based on their activity scope and stakeholder focus before outlining how different organisations and their constituent actors engage in tactical and strategic coupling practices, reflecting shorter and more episodic interactions alongside complex, multithreaded ones. The findings show how different forms of cooperative arrangements may be pursued based on organisations’ capacities, focus and the types of value they seek to create for organisations, migrants and wider societies.

This study evaluates waiting experiences in a cancer treatment context. It examines the effects of multiple servicescape dimensions, including the design, spatial layout and functionality of the physical surroundings alongside ambient conditions such as lighting and temperature, on visitor satisfaction. The study adopted a case-study strategy in a cancer and haematology clinic at a UK hospital. Scoping discussions with clinical staff, observations of the clinical environment and ‘walk-throughs’ were used to develop a survey to capture visitors’ expectations, perceptions and satisfaction with waiting experiences. Ambient conditions were shown to have a greater impact on satisfaction than the design and layout. Perceptions of wayfinding and privacy features, alone and in combination, were shown to influence satisfaction and dissatisfaction. Improving experiences of privacy and wayfinding can significantly improve overall satisfaction. Better management of these dimensions can help compensate for deficiencies in other areas of the physical servicescape.

This article examines how migrants create value through food and hospitality-related enterprises, focusing on the ways in which they exercise their agency in mobilizing various cultural resources and on how their organizational practices intersect with identity work. Drawing on empirical research conducted in São Paulo, Brazil, the work explores how specific dishes, knowledge of foods, recipes, craft skills and migration histories are transformed into valued cultural resources in these realms of enterprise. The article explores three themes: first, how foods become “pliable heritage” through migrants’ identity work; second, how migrants’ ongoing identity work shapes their activities and experiences in food and hospitality businesses; and third, how migrants’ individual identity work is entangled in collective interests and the activities of a wider set of (migrant) stakeholders.

Food waste remains an ongoing problem in hotel operations, and changing employees’ behaviour is key to tackling this issue. Analysing the influences on employees’ working practices can help to drive pro-environmental behaviour changes that reduce food waste, thus supporting the UN’s SDG 12: ensuring responsible consumption and production patterns. This study used the theory of planned behaviour as its theoretical framework and empirical data generated through participant observation, analysis of organisational documents, and semi-structured interviews in luxury hotels to examine waste drivers among employees. The findings suggest that hotel workers adopt a rational rather than moral lens toward food waste. Moreover, attitudes, subjective norms, and perceived behavioural control strongly influence intentions to perform pro-environmental behaviours. Positive attitudes and strong subjective norms propel employees toward pro-environmental behaviours while a lack of perceived control acts as a constraining force.

This study examines diverse forms of value that migrant workers create through their employment in hospitality. The paper draws on insights from valuation studies and research on migrants’ transnational resources to consider the experiences of Kenyans who worked in the hospitality sector while abroad. The paper introduces the notion of ‘indefinite capacities’ to conceptualise the amorphous nature of skills, capabilities and resources that may be developed through hospitality work. The findings explore how value is constructed and negotiated within occupational, cultural and psychological domains, examining how and why indefinite capacities are (de)valued in specific moments, and how they are (re)appraised in the wider context of migrants’ careers and lives.

Smart destinations have emerged as a means of integrating physical and technological infrastructure to create seamless experiences for tourists and to improve the quality of life for residents. However, the operationalization of the smart destination concept, and especially the roles and functions of Destination Marketing Organizations (DMOs), remain poorly understood. This study uses interviews with experts in destination marketing, place management and technology, alongside analysis of Destination Marketing Systems (DMSs) to identify how DMOs can lead and facilitate the development and effective governance of smart innovations. The data are used to examine several key themes including: the potential for a ‘smart vision’ of the destination; the contributions of DMO leadership in smart destination strategies; the functions and utility of DMSs; the involvement of key destination stakeholders; and the supporting pillars of information technology infrastructure, sustainability, livability, and governance as the foundations for smart destination development. The article concludes by providing a conceptual framework that can help to comprehend and evaluate both the components of smart destinations and the roles of DMOs in their implementation and management.

Within luxury hotels targeting multinational segments, frontline service staff are essential to creating unique, personalized experiences for high-value, discerning clientele. Performing emotional labor and utilizing cultural intelligence are key to ensuring exceptional cross-cultural service encounters, but which also create additional pressures for frontline staff. This study aimed to assess the impacts of a comprehensive range of emotional labor and cultural intelligence (CQ) on employees’ job satisfaction. Cognitive CQ, motivational CQ, emotive dissonance, and expression of naturally felt emotions were shown to influence job satisfaction. Moreover, the study engaged senior executives from luxury hotels to further discuss the survey results. This approach helped the researchers and practitioners to (re)contextualize the study’s key findings, which were used to reflect on managers’ understanding of cultural intelligence, emotional labor and job satisfaction. The discussions highlighted how these issues were incorporated in luxury hotels’ human resource practices in general and especially during the COVID-19 crisis.

In practice, the distinctions between tourism and migration are blurred. Tourism often drives various forms of mobility, and an international workforce is central to maintaining functioning tourism economies. This piece sketches out some critical themes and issues concerning intersections of tourism and migration, considering their relationships with and impacts on social sustainability. It highlights the contradictory ways in which tourism and migration are approached as political, social and economic phenomena. Whereas tourism is often viewed more positively, migration is recurrently politicised, and seen to challenge social systems and cultural values, despite the reliance of tourism on migrant labour. The discussion outlines the relevance of social sustainability to studies of migration and tourism. These include the need to assess how tourism planning, development and governance of tourism impacts on the sustainability of communities, which consequently influences attitudes towards migrants and tourists. It also reflects on how migrant-local connections may evolve, creating opportunities for positive, symbiotic co-existence, alongside exploitative relationships. It concludes by inviting further studies examining new forms and interactions between migration and tourism, which considers how research can contribute to greater social sustainability.

This article is the second part of a critical reflection upon the progress of Hospitality & Society in its first ten years. Analysis of the papers published highlights conceptual contributions made to the field of hospitality studies. Thirteen major themes are identified: Conceptualisations of hospitality; Migration and Labour; Lifestyle; Social Hospitality; Hospitality, Consumption, Global Citizenship and Ethics; Addressing Neglected Areas of Research; Hostipitality, Violence and Exploitation; Hospitality Careers and Higher Education; Historical Studies; Image, Identity and Power; Space, Design and Food; Hospitality Management and Neoliberalism; Hospitality and Technology. Following reflection on the original goals of Hospitality & Society and the progress made, a research agenda is proposed emerging from the analysis contributing to the aim to transform the landscape of hospitality scholarship.

This editorial is the first of a two-part critical reflection upon the progress of Hospitality & Society in its first ten years in relation to the original aims and ambitions. Drawing primarily upon the Dimensions database, a field of research analysis indicates the journal achieving multidisciplinary coverage through its publications with the four most popular fields being: studies in human society; sociology; commerce, management, tourism and services; business and management. The wide range of authors’ disciplines and subjects suggests the  metaphor of hospitality is mobilizing meanings across disciplines, geographies and sectors of hospitality studies. Academic journals and books publishing papers citing articles from Hospitality & Society further reflect the breadth of the journal’s impact and reach and the relevance of hospitality to many aspects of society. Evolution of the journal is considered in relation to the editorial team’s structure as well as that of the editorial and advisory boards’ composition, acknowledging implications for the types of knowledge generated. The goal of inclusivity is considered in relation to language and contributing authors’ geographical distribution. An interdisciplinary turn in hospitality studies is noted. Key steps in the journal’s development are noted in relation to sponsorship, journal quality grading and its implications, as well as the importance of the publisher’s values. The editors give thanks to all those involved.

This was the editorial for the first issue of Hospitality & Society, published in 2011. It has been reprinted to help contextualize the reflections in this 10-year anniversary issue, which consider how the journal has evolved, how its contributions have advanced the study of hospitality and society, and the future for the journal and the field. The editorial provides a narrative review of the disparate ways that hospitality has been conceptualized and studied by different disciplines. It explores hospitality as social control, as social and economic exchange and as metaphor. The piece proposes an inter- and multi-disciplinary research agenda for hospitality studies, which encompasses diverse intellectual, philosophical, methodological, ethical and political perspectives. It concludes by outlining the journal’s ambitions in fostering critical debate.

Purpose

For attendees with allergies, intolerances and coeliac disease, accessing safe, nutritious and good quality food and drink is a vital but challenging dimension of events. This study sought to capture and analyse the lived event experiences of individuals with a variety of food–related health, wellbeing and safety needs.  

Design/methodology/approach

This study adopted an inductive approach, using semi-structured interviews to gather qualitative data from participants with various food allergies and intolerances, or coeliac disease.

Findings

Attendees had low expectations regarding food choice, quality and value, which stemmed from past event experiences. Poor information about suitable food and drink, coupled with frontline staffs’ perceived knowledge, responsiveness and care were frequently seen as sources of service failures. The data stress how exposure to potentially harmful foods and food avoidance influenced attendees’ experiences. The findings also help to appreciate consumers’ agency, identifying various coping strategies used by affected individuals to anticipate risks, engage in compensatory behaviours and mitigate the effects of unsuitable food and drink.

Originality

This study is unique in examining the event experiences of individuals with food allergies, intolerances and coeliac disease. It demonstrates how practices in the crucial domain of food and drink provision can affect the overall event experience, with potential consequences at, across and potentially beyond the venue and occasion. From a theoretical perspective, the study conceptualises intersections of risk, value-creation/destruction and experiential consumption. It shows the ‘episodic’ and ‘perpetual’ impacts of ‘risk loaded’ consumption, while arguing that diverse value-creation/destruction practices mediate pathways leading to different experiential outcomes.

Hospitality has often been conceived primarily as a supporting component of the tourism product. This commentary synthesises inter and multidisciplinary literature to examine alternative and more complex intersections of hospitality and tourism. It discusses four thematic areas of hospitality research: labour; the transformation of place (experiences); socio-material and socio-technological practice; and human encounters. It argues that applying hospitality as a sensitising concept in these domains of enquiry, and studying hospitality’s abstract and concrete dimensions, enhances our understanding of tourism as socio-economic phenomena and a global system, and helps to appreciate tourism’s implications for multiple stakeholders. Moreover, it proposes a range of questions for future research.

This paper assesses how interventions utilising material apparatus can drive food waste reduction in professionalkitchens. Using non-participant observation and interviews, this study evaluated work-based experiments to cutwaste in luxury hotels. The paper focuses on the impacts of one specific intervention: the introduction of small, trans-parent food waste bins, positioned at each food preparation station. Thefindings examine how the material propertiesof these apparatus, including size, calibration and transparency, coupled with their location, shaped chefs' food wasterelated practices. Moreover, thefindings show how chefs' organisational and occupational norms interact with the in-fluence exerted by utensils to create new meanings and assign value to food, waste and the craft skills used to reduce it.

Pubs have traditionally been important social and community spaces, hosting multiple consumer segments. Successful pubs have broadened their appeal, for example by expanding their food provision and targeting family segments. However, little is known about the features and practices that make pubs appealing to families. Drawing on a ‘composite’ data set, consisting of 40 qualitative interviews and 387 responses to a directed online discussion thread, this paper examines what contributes to making pubs family-friendly. Data show how parental consumption intersects with parenting work, highlighting how physical and symbolic design features, tailored services, social interactions, and socio-material practices of the food offerings can shape consumption experiences positively and negatively. The paper thus contributes to practical knowledge by identifying how pubs can create family-friendly experiences. It also contributes to theoretical knowledge by conceptualising how ‘framing’ processes or effects, shaped by personal, situational and socio-cultural ‘imperatives’, influence consumer perceptions, behaviours and experiences.

Place, power, and tourism intersect as disparate actors attempt to create and extract different forms of value from shared spatial resources. In Pisac, Peru, various stakeholders pursue their interests through and in relation to the plaza. Participant observation and interviews show how traders, residents, tour guides and municipal agents make competing claims over place through their engagement with evolving tourism practices. Power is exercised through physical and symbolic visibility, tactical use of expertise and control of information, temporal and spatial orchestration of mobility, acts of micro-aggression leading to exclusion and invisibility, coupled with unfulfilled political promises and inaction regarding governance. These practices and strategies help to construct and extricate economic, social, and political value from intersections of tourism and place.

Consumers performing the role of value-creators in experience co-creation introduces idiosyncrasies that challenge experiential consistency. Taking ‘pop-up’ dining events as its empirical focus, and drawing on semi-structured interviews with participants, this study examines how organisations and consumers interact to negotiate ambiguity, variability and consistency. The paper questions how organisers try to prescribe
normative rules governing events. It considers how consumers invest in preparing for events, and engage in socialised performances to create unique experiences. The data are also used to show how peer surveillance shapes consumer expectations, behaviours and interpretations. Consequently, this study contributes to knowledge on the practical management of co-creation by conceptualising different pathways through which
organisations and consumers attempt to orchestrate behaviours. Moreover, in theorising from the data, this paper distinguishes between direct and indirect modes of inducement used to achieve experiential outcomes, identifying how ‘value-signalling’ practices engage event stakeholders and shape their co-creation. 

This study examines the impacts of frontline hotel employees’ emotional intelligence (EI) and cultural intelligence (CQ) on guests’ satisfaction, and uniquely captures guests’ perceptions of staff capabilities. The results of a survey conducted with Asian and non-Asian respondents suggest there is a strong positive relationship between employee EI and CQ. More significantly, non-Asian hotel guests perceived higher employee EI and CQ than Asian hotel guests. Finally, both employee EI and CQ had positive and significant impact on overall satisfaction, nevertheless, CQ had a much stronger prediction of overall satisfaction than EI. The paper examines the implications of these findings for human resource practices with particular reference to businesses targeting culturally diverse market segments. The conclusion also considers the potential for future studies to expand research based on consumer’s conceptions and perceptions of frontline staffs’ EI and CQ capabilities in alternative hospitality and service domains. =本研究检视了㇐线酒店员工的情绪智力（EI）与文化智力（CQ）对客人满意度之影响， 并独特地捕捉了客人对员工能力的看法。对亚洲人与非亚洲人受访者进行的调查结果表 明：员工的情绪智力与文化智力之间存在较强的正向关系。更为显著的是，非亚洲的酒店 客人对员工情绪智力与文化智力看法比亚洲酒店客人要高。最后，员工的情绪智力与文化 智力对总体满意度都有显著的正向影响，然而，文化智力对总体满意度的预测性比情绪智 力强得多。本文研究了这些发现对人力资源实践的影响，特别是对那些针对多元文化市场 细分的企业的意义。研究结论还考虑了未来研究的潜力，以消费者对㇐线员工在其他酒店 款待与服务领域的情绪智力和文化智力之理解和认知为基础，扩大研究范围。

This article discusses the practicalities of developing interdisciplinary research, identifying associated risks, challenges and opportunities. It reflects on the role of common concepts and contexts for creating intellectual contact zones between disciplinary specialists and colleagues working in applied areas of hospitality and tourism. The article goes on to identify and evaluate different knowledge creation and publication strategies for interdisciplinary research, distinguishing between four types: provocative importation, conservative refinement, provocative exportation and radical pathmaking.

Drawing on multi‐disciplinary literature, this paper provides an integrative review of the concept of deviance, examining its relationship with and application to hospitality management. It synthesises conceptualisations of deviance in the social sciences and applications of the concept in organisational and consumer behaviour research. The paper distinguishes between four sources of deviance in hospitality management: staff, suppliers, customers and external actors, exploring different forms of deviance stemming from each. The subsequent discussion explores multiple antecedents and drivers of deviance, considering how these have been conceptualised in various disciplines at different levels of analysis: organisational; interpersonal, social and cultural; and personality and individual. The critical synthesis identifies diverse themes in the connections between deviance and hospitality management, and their implications for research and practice.

This paper examines the entrepreneurial practices of migrants, including refugees, establishing and operating businesses providing food, hospitality, leisure, tourism and events-related services and experiences. Drawing on empirical data gathered in São Paulo, Brazil, the study conceptualises how migrants create cultural ‘goods’ (encompassing material objects, services and experiences), which have been subjected to valuation processes. The paper considers the practices through which migrants mobilise identities, histories, and culturally-specific knowledge as resources in constructing experiential propositions. Moreover, we distinguish between five sets of practices: objectification of self; aestheticisation of otherness; authentication of place-specific food experiences; constructing hospitality venues as cultural spaces; and vitrine-ing (creating platforms for showcasing migrant talent). We discuss the potential consequences of these practices for migrants, consumers, urban environments and their residents, and identify avenues for future research. = 

Resumo.

Este artigo analisa práticas de empreendedorismo de migrantes, incluindo refugiados, que são proprietários ou administram negócios vinculados à prestação de serviços e experiências de alimentação, hospitalidade, lazer, turismo e eventos. Baseado em dados empíricos coletados em São Paulo (Brasil), o estudo, do ponto de vista conceitual, aborda as formas através das quais imigrantes criam "bens" culturais (englobando objetos materiais, serviços e experiências), que foram submetidos a processos de valoração. O artigo considera as práticas através das quais migrantes mobilizam identidades, histórias, e conhecimentos culturais específicos como recursos para a construção experiências. Ademais, diferenciamos cinco conjuntos de práticas: a objetificação do eu, a estetização da alteridade, autenticação de experiências gastronômicas em locais específicos, construção de locais de hospitalidade como espaços culturais e práticas de “vitrinização” (criando plataformas para a divulgação de talentos dos migrantes). Discutimos potenciais consequências dessas práticas para migrantes, consumidores, ambientes urbanos e seus residentes, e identificamos caminhos para pesquisas futuras. = 

Resumen.

Este artículo analiza iniciativas empresariales de migrantes, refugiados incluídos, que son propietarios o gestores de negocios vinculados a la oferta de servicios y experiencias de alimentación, hospitalidad, ocio, turismo y eventos. A partir de recolección de datos en São Paulo (Brasil), el estudio, desde el punto de vista conceptual, aborda las formas a través de las cuales migrantes crean "bienes" culturales (englobando objetos materiales, servicios y experiencias), que fueron sometidos a procesos de valoración. Además, se diferencian cinco conjuntos de prácticas: la objetificaación del yo, la estetización de la alteridad, autenticación de experiencias gastronómicas en lugares específicos, construcción de locales de hospitalidad como espacios culturales y prácticas de vitrinización (creando plataformas para la promoción de talentos de los migrantes). Discutimos posibles consecuencias de estas prácticas para migrantes, consumidores, entornos urbanos y sus residentes, e identificamos caminos para futuras investigaciones.

Based on a review of multidisciplinary literature, this paper explores the potential links between foodservice provision on university and college campuses and students’ wellbeing. The paper contends that on-campus foodservice provision contributes to positive student experiences, which can improve their overall wellbeing. It is argued that the majority of existing research on university foodservice has focused either on satisfaction with products, services or service environments, or on the nutritional intake of students consuming on-campus food, including factors shaping their eating habits and their health implications. Research considering interactions between student wellbeing, food and drink has focused primarily on eating whilst at university (i.e. enrolled on a programme of study) rather than eating in university (i.e. accessing food on campus). Given the relative absence of literature on this topic, the paper draws on insights from co-workplace design, service experience and hospitality management to identify areas for further research and constructive interventions.

This paper conceptualises and examines the processes through which abstract concepts, or abstractions, can be utilised in co‐creating knowledge within ‘impact‐focussed’ organisational and business research i.e. applied research that primarily seeks to promote change in practice rather than principally aiming to make theoretical contributions to academic debates. The paper uses the abstraction ‘hospitality’ as an empirical example and discusses the techniques used to ‘operationalise’ this concept i.e. make it understandable for research participants enabling researchers to use it within data generation and the creation of practical insights in organisational enquiry.

Design/methodology/approach

The study employed two methods: firstly, participant‐generated photos; and secondly, two interactive workshops with 38 practitioners where the abstract concept ‘hospitality’ was used to generate practical organisational insights.

Findings

The paper distinguishes between four stages: the elaboration of abstraction; concretisation of abstraction; probing perspectives on abstraction; and exploring experiences of abstraction. It is argued that utilising specific techniques within these four stages facilitates: a) recognisability: the extent to which organisational stakeholders understand the content and meanings of the abstraction; and b) relatability: the extent to which stakeholders appreciate how the abstract concepts are relevant to interpreting their own practices and experiences.

Research limitations/implications

This is an exploratory study, used to develop and refine elicitation techniques, rather than to draw definitive conclusions about the applicability of specific abstract concepts. Nevertheless, reflecting on the processes and techniques used in the utilisation of abstractions here can help to operationalise them in future impact‐focussed research.

Originality/value

The paper conceptualises the processes through which abstract concepts can be made apprehendable for non‐specialist, non‐academic practitioners. In doing so, it discusses

how various elicitation techniques support the utilisation of abstractions in generating 

insights that can support the development of constructive, context‐specific practices in organisations and businesses.

This paper proposes a socio-technological approach to conceptualising the processes of authentication in technology-saturated society. It argues that authentication involves the inscription of value to objects, places, actions and experiences. Consequently, authentication processes in tourism should be understood through a ‘market practices’ conception of human-technology interactions. Markets are conceived as socio-technical performative arrangements in which goods and services are objectified and brought together in a single space where their values are negotiated. The paper introduces the notion of ‘experiential objects’ to conceptualise configurations of tourism-related knowledge, which are captured, transformed and retransmitted through human and technological practices. Moreover, it explores how the value of such objects are produced and qualified through the networked interactions of human and non-human actors.

Drawing on research conducted in Australia and the United Kingdom, this paper addresses two questions: first, how is parenting and childcare provision performed within restaurants, cafes and pubs; and second, how are different aspects of hospitality provision entangled with parent, carer and children’s experiences? The findings show how gestures of hospitality, particularly service interactions that are tailored to meet the specialist needs of these consumers, can create positive emotions and encourage customer loyalty. Furthermore, the data show the importance of recognising children as sovereign consumers. We conclude that responding directly to children’s needs can augment their experiences and hence, those of their carers and other patrons. The paper identifies a number of implications for management practice and several avenues for future research.

Drawing on research conducted in Australia and the United Kingdom, this paper explores how parenting and care provision is entangled with, and thus produced through, consumption in hospitality venues. We examine how the socio-material practices of hospitality provision shape the enactment of parenting, alongside the way child-parent/consumer-provider interactions impact upon experiences of hospitality spaces. We argue that venues provide contexts for care provision, acting as spaces of sociality, informing children’s socialization and offering temporary relief from the work of parenting. However, the data also highlight various practices of exclusion and multiple forms of emotional and physical labour required from careproviders. The data illustrate children’s ability to exercise power and the ways in which parents’/carers’ experiences of hospitality spaces are shaped by their enactment of discourses of ‘good parenting’. Finally, we consider parents’/carers’ coping behaviours as they manage social and psychological risks associated with consumption in such public spaces of leisure.

This paper examines the complex relationship between hospitality and organisations.
It is argued that a variety of organisational practices can be understood by considering
how hospitality is mobilised and experienced by multiple stakeholders. The paper
begins by synthesising existing conceptions of hospitality and outlining its different
dimensions. It then goes on to examine how hospitality themes and related issues
emerge in, and are thus relevant to, the study of organisations and management. The
paper firstly considers how hospitality is extended to or oriented towards external
stakeholders and thus mobilised as tactical or strategic enchantment. It is argued that
hospitality can be used purposefully to establish power relations and invoke
obligations both to conform to organisational norms and to reciprocate. Secondly, the
paper considers how hospitality emerges within organisational practices and may be
deployed by various stakeholders as an instrument of entrenchment to perpetuate
existing norms and hierarchies. However, it is also suggested that practices of
hospitality can create alternative organisational spaces and networks, and hospitable
acts may thus help to reconfigure power relationships and become focal points of
resistance. The paper concludes by reflecting upon emerging questions, challenges and
potential avenues for further research and intervention.

This paper examines the multiple roles that globalised, branded spaces of hospitality can play in tourists’ experiences in destinations. It is argued that previous studies have not considered adequately how such commercial hospitality services and spaces interact with and influence tourists’ experiences of places. Drawing on a netnographic analysis of online discussions of McDonald’s, this study explores how tourists perceive these hospitality venues, and how they use them to engage with foreign destinations and negotiate the ‘work of tourism.’ The data show how tourists (re)construct their identities through reflections on consuming McDonald’s. The data also demonstrate that tourists critically evaluate discourses of authenticity and the (in)authenticity of consuming McDonald’s. The paper concludes by discussing the implications for the marketing and management of McDonald’s and similar branded commercial hospitality venues, the marketing and management of destinations, and it outlines avenues for further research. 

This study aims to fill an empirical void in our understanding of how doctoral students, both domestic and international, cope with loneliness and isolation, and what types of tactics they use during different phases of their doctoral studies to overcome such issues.  Data gathered through a netnographic study show that loneliness is a major problem for both domestic and international students and that it occurs at different stages of the doctoral study. Tactics used by participants to deal with this issue include multiple forms of (face to face and online) social interaction, professional development and escape from the doctorate. The paper discusses avenues for further research alongside some practical recommendations that might be implemented at universities to decrease feelings of isolation among students and further reduce drop-out rates.

This paper examines the multiple ways in which notions of identity and associated cultural values are entangled in the management and operation of commercial hospitality spaces. The paper reviews literature on experience, identity and hospitality operations management within the experience paradigm and argues that existing work provides limited insights into how identities are ‘experientialised’ within hospitality venues. Empirical data are used to demonstrate how management and consumers mobilise direct and associative references to identity. The paper conceptualises the processes involved in venue operation through the notion of inducement, and it discusses the spatial, material, performative and representational practices in the creation of hospitality experiences.

The focus of the paper is on tourism culture as it operates where commercial hospitality is on
offer, especially at hotels and resorts in developing countries. It is suggested that three quite
distinct perspectives can assist in helping us understand this aspect of tourism culture, which
emerges where worker and tourist roles inevitably converge and interact. In themselves, such
perspectives are not new, but they rarely seem to have been applied in the context of hotels
and resorts. The first perspective, derived from the work of Homi Bhabha, conceives of tourism
culture as hybrid in nature, operating in a ‘third space’ between tourist and ‘host,’ and directs
attention to the uncertain and negotiated aspects of tourism culture. In the second, that of the
socio-technical system, tourism culture is seen as an interface between, on the one hand, the
formal operational rules and procedures designed to deliver an organisation’s mission and, on
the other hand, the on-going and lived-in cultures brought into the ‘system’ by tourists and the
hospitality providers. The third perspective, that of the total institution, derived from Goffman,
focuses to the social and physical boundaries that separate the hotel or resort from the outside
world and on the cultural practices that serve to further differentiate it and its population from
the outside. It is suggested that use of these perspectives can further our understanding of the
nature of tourism at different destinations and the ways hotels and similar institutions impact
on both staff members and holidaymakers. As a consequence, they are theoretically,
empirically relevant and politically important.

This paper examines the relationship between migrants’ social networks, the processes of language acquisition and tourism employment. Data collected using netnography and interviews are used to identify the strategies that Polish workers in the UK use to develop their language skills. The paper highlights the roles played by co-workers, co-nationals and customers in migrants’ language learning, both in the physical spaces of work and the virtual spaces of internet forums. It also shows how migrant workers exchange knowledge about the use of English during different stages of their migration careers: prior to leaving their country of origin and getting a job, during their employment and after leaving their job. Implications for academic inquiry and human resource management practice are outlined.

The research explores the experiences of Polish migrant workers in the UK hospitality sector. It reports quantitative and qualitative empirical data on the migrants' reasons for entering the hospitality workforce and their subsequent employment experiences. The findings reveal the main motive for entering employment in hospitality is for self development as migrants wish to use and learn foreign languages, gain work experience and receive other benefits that the sector provides. These self development opportunities are viewed as a means to improve career prospects in the UK or upon return to Poland. Once in the sector, positive experiences associated with hospitality employment include opportunities to meet people and work in a lively environment. Negative aspects relate to working conditions, low pay, physically demanding jobs, discrimination and management behaviour. The research suggests that certain practices and working conditions in the sector pose an obstacle to the long-term commitment of migrant workers. Suggestions for the management of migrant human resources are outlined.

This paper examines how tourismemployment and workplace experiences influence migrant workers" adaptation in the host society. It is argued that tourismemployment provides access to multiple social networks, which subsequently supports the improvement of foreign workers" social and cultural competencies. Such networks also help to compensate for the negative aspects of tourism work and migration. In addition, the paper considers how relationships among international workers inform chain migration and influence subsequent recruitment practices and migration experiences. The findings stem from a wider study of the experiences of Polish migrant workers employed in the UK tourism sector using qualitative and quantitative data.

This paper considers the relationships between hospitality, culture and urban regeneration through an examination of rom (ruin) venues, which operate in dilapidated buildings in Budapest, Hungary. The paper reviews previous work on culture and urban regeneration in order to locate the role of hospitality within emerging debates. It subsequently interrogates the evolution of the rom phenomenon and demonstrates how, in this context, hospitality thrives because of social and physical decay in urban locations, how operators and entrepreneurs exploit conflicts among various actors involved in regeneration and how hospitality may be mobilised purposefully in the regeneration process. The paper demonstrates how networked entrepreneurship maintains these operations and how various forms of cultural production are entangled and mobilised in the venues" hospitality propositions.

This article discusses the development of critical hospitality management research (CHMR) and explores key issues that such approaches raise. The article is split into two parts. The first reviews contemporary writings that reflect the changing nature of hospitality management research and accounts for the emergence of a critical tradition. The second part identifies eight areas that are central concerns for the future development of CHMR: criticality, ethics and advocacy, scale, claims of legitimacy and research quality, representation, audience, affiliation, institutions and institutional contexts, and the relationship between management research and pedagogy. Associated questions and challenges are surfaced and conclusions drawn.