Purpose: Informed by the role and script theory, this paper aims to explore workforce and customer experiences related to service delivery under the sharing economy. The study is expedient as the sharing economy spreads its disruptive innovation across the hospitality industry....

Purpose – Most of the research on hospitality jobs has focused on the least enjoyable aspects of hospitality careers, while overlooking its “upside”. This paper aims to look at the “love” side of what could be described as a love‐hate relationship that hospitality managers share with...