COVER -- EDITORIAL ADVISORY BOARD -- Guest editorial -- Social entrepreneurship in tourism: applying sustainable livelihoods approaches -- Examining the motivations for social entrepreneurship using Max Weber's typology of rationality -- Students climbing the entrepreneurial ladder -- Exploring...

A group of tourism and hospitality students from a Danish university were on a study trip to Dubai, United Arab Emirates. During a company site visit, their program was disrupted by an unexpected extra speaker following an unplanned social event. The Danish group leader decided to stay with the...

A British Airways flight crew arrives after a long flight from London to Chicago to find their hotel rooms are not ready for check-in. The front-desk agents tell them that the hotel is overbooked. The flight crew is asked to wait in the hotel lobby for more than one and a half hours while...

A family of three pays a premium to upgrade to Concierge Class cabins for a cruise vacation. After setting sail, they decide to add a shore excursion (sight-seeing option) to their vacation package. Upon making their way to the Concierge Desk, they are told that excursions are an “add-on”...

Rules are not always followed. If rules are broken, there may be a valid reason. Staff charged with maintaining order must be encouraged to identify the reason for the violation and provide creative solutions. An example of such a situation occurred when a German high-speed train passenger...

A customer orders two bowls of soup at a Neighborhood chain restaurant and after paying is informed that the store is out of one of the soups. The customer refuses a different variety of soup and insists she needs the original soup choice. The soup will be available again in one hour. What...

This study identified differences of work values between two types of hospitality workforce members: hospitality industry practitioners and hospitality student/practitioners. A total of 398 nonstudent practitioners were randomly selected from various hospitality organizations to participate in...