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The purpose of this paper is to advance discussion of the efficacy of the current Australian competency training framework for credentialing and preparing front‐line employees for the hospitality and tourism industry.

Discussion focuses on the hospitality service encounter and the skills and competencies needed by front‐line employees to satisfy customers. Attributes different meanings to the term “skill” and explains how skill is conceptualized within the Australian competency framework. Illustrates this with examples.

Argues that the competency framework largely excludes key skills and attitudinal factors needed for competent performance, while emphasizing limited procedural skills at minimal levels of performance. Suggests that, due to its complexity and high staff turnover, the industry needs a more robust approach to credentialing and training its workforce.

Focus is on issues confronting the hospitality and tourism industry in Australia. May be useful for comparison purposes for those interested in training and service delivery systems. Implies that research is needed on the nexus between the service encounter and the competencies needed by employees.

Suggests approaches to developing industry and organizational capacity in three areas: analysis and review of skills; professional approach to job selection and placement; strategic approach to developing employees and supervisors in front‐line positions.

Clearly identifies shortcomings in the current framework. Links the service encounter with skills and competencies. Provides diagnostic questions for senior management to review their attitudes towards developing junior staff.

IN the meridian of the year the librarian, like other people, turns his back upon his work, and with gleeful heart hies him away to sea or mountain side, there to forget for a brief season book and pen and general public, and all the worries which vex the soul of the servant of these three mighty taskmasters. A little before the happy time of freedom a sudden and deep disgust for his work and everything connected with it will seize upon his soul. He feels the need of a wider horizon than that of five by three—the catalogue card. The neatness and order of his classified shelves in which he was wont to take such delight and pride appear to him now but a vanity and a vexation of the spirit. Oh, for something unclassified, like nature, where rock and tree and water and air and sky are not parcelled out and separated one from another, in the trivial sortage of the laboratory or shop, but all are piled together in grand and sharp confusion, or subtly blended in exquisite harmonies which defy the namer and confound the analyst. Then do the days drag slowly along until the curtain of the roll‐top desk is finally shut down, and the wearied labourer goes forth—free.

WHILE there is no doubt that the system of issuing books at “net” prices is of great benefit to booksellers, there is also no doubt that, unless care is taken, it is a serious drain upon a limited book‐purchasing income. A few years ago the position had become so serious that conferences were held with a view to securing the exemption of Public Libraries from the “net” price. The attempt, as was perhaps to be expected, failed. Since that time, the system has been growing until, at the present time, practically every non‐fictional book worth buying is issued at a “net price.”

The purpose of this paper is to examines the positive and negative impact of service provider experiences on the process of identity adjustment and how they can lead to subjective well-being (SWB). Due to increased life expectancies, people are experiencing major life events during aging (e.g. death of a spouse, serious disease and major health problems), events that lead to identity redefinition.

To gain more insight into this issue, a qualitative study was carried out that involved 37 in-depth interviews conducted with aging individuals who had experienced a major life event such as retirement and/or death of spouse. To apprehend the diversity of consumption situations, the authors investigated daily consumption, hedonic consumption and imposed services (e.g. health and funeral services) due to life events.

The findings suggest that service providers influence consumer’s SWB as regards relationships, growth and purpose in life, mastery and independence and self-acceptance.

The contribution indicates that services play a role in maintaining and/or creating SWB. By segmentation through social roles and facilitating access to services, providers must take into account the processes of normalcy and abandonment (déprise) among aging consumers in life transitions. They must also ensure that they support consumers with the lowest human capital (skills, level of education, income and social class).