Cases in Hospitality Management: A Critical Incident Approach

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9780471686934: Cases in Hospitality Management: A Critical Incident Approach
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Your guide to becoming an effective hospitality manager

The hospitality industry is a "people" business. Whether dealingwith guests or customers, managers or coworkers, those who work inthis industry interact with other people perhaps more than in anyother. And unlike many other industries, graduates entering thehospitality industry will quickly be assuming managerial roles. Oneof the only casebooks available that focuses specifically onhospitality management, Cases in Hospitality Management preparesreaders to be successful managers by providing an effectiveconnection between hospitality management theory and real-worldworkplace scenarios.

Whether managing a kitchen, dining room, front desk, travel agency,fast-food restaurant, or an entire hotel, employees seek cues andreinforcement from managers to guide their behavior. Cases inHospitality Management provides readers with the opportunity toapply their knowledge, experience, and management skills, allowingthem to think quickly on their feet and react appropriately in awide variety of settings. By analyzing and understanding the causesand effects of a number of real, critical incidents, readers willbe better prepared to effectively deal with similar situations whenthey face them on the job.

This new, updated Second Edition features:
* Fifteen all-new cases dealing with a variety of managerial topicsincluding technology, human resource management, customer service,and ethics
* A broad array of real industry cases, including airlines,railroads, private clubs, conference centers, travel agents, autorental, hotels, and restaurants
* A new Technology section that explores data warehousing, theInternet, and electronic banking
* A new Service Exemplars section that presents incidents involvingtruly exceptional service in a variety of contexts--from trains toresorts
* A new Service Recovery section presents examples of companiesfailing to salvage service encounters that have gone awry

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From the Publisher:

Based on over 100 interviews conducted with guests and employees of hospitality industry organizations, this book contains 55 actual brief cases and situations which illustrate concepts and issues of hotel, restaurant and travel/tourism management. The cases deal with a variety of managerial topics including decision making, communication, compensation, planning, discrimination, performance appraisal, organization design, sexual harassment, ethics and group dynamics. Section introductions, case headnotes and questions are designed to aid students in analyzing diverse situations.

About the Author:

TIMOTHY R. HINKIN is a Professor at the Cornell School of Hotel Administration. He is the author of the first edition of Cases in Hospitality Management as well as numerous articles in the Academy of Management Journal, the Journal of Applied Psychology, the Hospitality Research Journal, and the Cornell Hotel and Restaurant Administration Quarterly. His primary research focuses are supervisor-subordinate relationships, power and influence in organizations, group dynamics, and service quality.

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Other Popular Editions of the Same Title

9780471107545: Cases in Hospitality Management: A Critical Incident Approach

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ISBN 10:  0471107549 ISBN 13:  9780471107545
Publisher: Wiley, 1995
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9780471771494: Cases in Hospitality Management: A Critical Incident Approach

John W..., 2005
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Book Description John Wiley and Sons Ltd, United States, 2005. Paperback. Condition: New. 2nd Edition. Language: English. Brand new Book. Your guide to becoming an effective hospitality manager The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios. Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job. This new, updated Second Edition features: Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants A new Technology section that explores data warehousing, the Internet, and electronic banking A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts--from trains to resorts A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry. Seller Inventory # AAH9780471686934

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Book Description John Wiley and Sons Ltd, United States, 2005. Paperback. Condition: New. 2nd Edition. Language: English . Brand New Book. Your guide to becoming an effective hospitality manager The hospitality industry is a people business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios. Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job. This new, updated Second Edition features: â Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics â A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants â A new Technology section that explores data warehousing, the Internet, and electronic banking â A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts--from trains to resorts â A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry. Seller Inventory # AAH9780471686934

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Book Description John Wiley and Sons Ltd, United States, 2005. Paperback. Condition: New. 2nd Edition. Language: English. Brand new Book. Your guide to becoming an effective hospitality manager The hospitality industry is a "people" business. Whether dealing with guests or customers, managers or coworkers, those who work in this industry interact with other people perhaps more than in any other. And unlike many other industries, graduates entering the hospitality industry will quickly be assuming managerial roles. One of the only casebooks available that focuses specifically on hospitality management, Cases in Hospitality Management prepares readers to be successful managers by providing an effective connection between hospitality management theory and real-world workplace scenarios. Whether managing a kitchen, dining room, front desk, travel agency, fast-food restaurant, or an entire hotel, employees seek cues and reinforcement from managers to guide their behavior. Cases in Hospitality Management provides readers with the opportunity to apply their knowledge, experience, and management skills, allowing them to think quickly on their feet and react appropriately in a wide variety of settings. By analyzing and understanding the causes and effects of a number of real, critical incidents, readers will be better prepared to effectively deal with similar situations when they face them on the job. This new, updated Second Edition features: Fifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics A broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants A new Technology section that explores data warehousing, the Internet, and electronic banking A new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts--from trains to resorts A new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry. Seller Inventory # BTE9780471686934

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