... the hospitality in hospitality businesses, when machines replace employees. Originality/value This paper is one of the first to discuss the disruption that robots will cause in the industry. One of the findings is service delivery systems will need to be redesigned to maximize the benefits of robots, while...

... a response to the changes needed to better serve Asian travellers. Originality/value – It provides guidelines for destinations, hospitality organizations and travel operators that have traditionally relied on European and American source markets to help them re-think their service delivery process...

... a conceptual paper, which, it is suggested, needs further empirical investigation – both longitudinally and on a larger scale. Originality/value – This perspective moves management, marketing and service delivery away from zero-sum games and transactional exchanges, whether financial, social...