Purpose: Given the dramatic technology led service innovations that are putting pressure on hospitality and tourism businesses, competitive advantage may depend significantly on remaining opportunities for a human element to be incorporated into the customer experience....

Purpose: This is an invited 75article for Tourism Review addressing tourism employment, past and future. Design/methodology/approach: Conceptual analysis of tourism employment with a focus on paradox. Findings: Inherent paradox which underpins tourism employment. Originality/value: A wholly...