Cases in Hospitality Management A Critical Incident Approach

Hinkin, Timothy R.

ISBN 10: 047168693X / ISBN 13: 9780471686934

Published by John Wiley & Sons, Incorporated, 2005

Seller Inventory # 47179841

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 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.

Bibliographic Details

Title: Cases in Hospitality Management A Critical ...
Publisher: John Wiley & Sons, Incorporated
Publication Date: 2005
Binding: Soft cover
Condition: Brand New
Edition: 2nd Edition