The internet has famously become a mechanism for disintermediation, as we see industry after industry turned upside-down, job after job supplanted by automation, and many functions eliminated entirely. Although many of the cases we have presented in this book do involve technology performing a function that might once have been handled by humans, we have also presented numerous innovations that use technology to augment existing practices or to create new ones, rather than simply being a matter of substituting computers for people.
Our goal in presenting cases where technology has extended the capabilities of hospitality employees is to demonstrate improvements in working conditions, sustainability, operations, ...
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