Cover; Half Title; Title Page; Copyright Page; Original Title Page; Original Copyright Page; Contents; Acknowledgements; Preface; 1 Going Native In Restaurants; Why Hotels?; A Starting Point; Planning the Study and Going to Work; The Ethics of Covert Research; Appendix 1; Appendix 2; 2 What is Service?: Giving That Little Extra; The Idea of Service; The Waiter/Customer Relationship; Creating the Right Impression; The Waiter/Chef Relationship; How 'Grand' is a Hotel? The Relationship between Service and Status; Master and Auxiliary Status Traits
3 The Etiquette of Service: The Expert Or The Friend?Why People Eat Out; Open and Closed Transactions; Protocol and Social Etiquette; Cues and Signals; 4 The Politics of Service: 'Who Gets the Jump?'; Spacing and Placing; The Waiter Takes Over -- But Who Takes Charge?; 5 The Waiter's Formal Career: Learning to be Straight; Rites of Passage; 6 The Waiter's Informal Career: Learning to be Bent; The Informal Rewards System; Techniques and Types of Fiddling; Learning to Fiddle; The Fiddler's Culture; 7 Hotels: A New Classification and Its Implications; Grid/Group Analysis
Recent Trends in the Hotel IndustryManagement Policy and Industrial Relations; Epilogue: The Customer's Experience of Eating out; Glossary of Terms; Bibliography; Index
