Cases in Hospitality Management: A Critical Incident Approach - Softcover

Hinkin, Timothy R.

Softcover

ISBN 10: 047168693X ISBN 13: 9780471686934

Publisher: Wiley, 2005

Synopsis

Cases in Hospitality Management: A Critical Incident Approach, Second Edition is one of the few casebooks on the market that focuses specifically on hospitality management. It adopts a critical incident approach, a powerful teaching methodology whereby customers and employees are asked to identify actual experiences regarding service in the hospitality industry – both positive and negative - and then to describe the organization’s response to it.  This approach encourages thorough analysis of a prominent issue, thus highlighting the wide range of complexities that face managers on the hospitality industry on a daily basis.   Cases involving many segments of the industry - including airlines, railroads, private clubs, conference centers, travel agents, and restaurants – are included, as are fifteen new cases and a new section on hospitality technology.

About this title

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.

From the Back Cover

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

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

Edition details

• Publisher: Wiley
• Publication date: 2005
• Language: English
• ISBN 10: 047168693X
• ISBN 13: 9780471686934
• Binding: Paperback
• Edition number: 2
• Number of pages: 176