Cases in Hospitality Management: A Critical Incident Approach - Couverture souple

Hinkin, Timothy R.

Couverture souple

ISBN 10 : 0471107549 ISBN 13 : 9780471107545

Editeur : John Wiley & Sons Inc, 1995

Synopsis

Based on extensive research by the author, this is an analysis of how the hospitality industry is perceived by both employees and customers. Each case study is accompanied by teaching materials intended to stimulate students into formulating their own solutions to the problems and issues raised. The cases selected are representative of situations students would face soon after entering the workplace.

A propos du livre

Présentation de l'éditeur

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

Biographie de l'auteur

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.

Détails de l'édition

• Éditeur: John Wiley & Sons Inc
• Date d'édition: 1995
• Langue: anglais
• ISBN 10: 0471107549
• ISBN 13: 9780471107545
• Reliure: Broché
• Nombre de pages: 240
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible