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| Preface | |
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| About the Authors | |
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| Introduction | |
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| Ethical Principles for Hospitality Managers | |
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| Honesty | |
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| Integrity | |
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| Trustworthiness | |
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| Loyalty | |
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| Fairness | |
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| Concern and Respect for Others | |
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| Commitment to Excellence | |
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| Leadership | |
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| Reputation and Morale | |
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| Accountability | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethical Thought | |
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| Meta-Ethics | |
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| Subjectivism | |
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| Emotivism | |
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| Cultural Relativism | |
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| Supernaturalism | |
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| Intuitionism | |
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| The Golden Rule | |
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| Normative Ethics | |
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| Utilitarianism | |
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| Social Contract Theory | |
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| Categorical Imperative | |
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| Virtue Theory | |
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| Ethical Theories and Decision Making | |
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| Consequentialism versus Nonconsequentialism | |
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| Bad Decisions | |
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| Cheating at Golf | |
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| Avoiding Negative Consequences | |
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| Analyzing Cases | |
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| Analysis | |
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| Ethics Analysis | |
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| Case Analysis Model | |
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| Case Study Analysis Example | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Making Proper Employment Selections and Introduction to the Case Study | |
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| Finding the Right Management Positions | |
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| Personal Strategic Planning Model | |
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| The Freshwater Oasis Inn Case Study | |
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| Freshwater Oasis Inn Description | |
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| Freshwater Oasis Inn Organizational Chart | |
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| Freshwater Oasis Inn Management Profiles | |
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| Analysis of Freshwater Oasis Inn | |
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| Select the Best-Fit Position | |
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| Conclusion | |
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| Chapter Thought Questions | |
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| Reference | |
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| Operations | |
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| Ethics and Front Office Management | |
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| Front Office | |
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| Front Desk at Freshwater Oasis Inn | |
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| State the Problem | |
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| Identifying the Stakeholders | |
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| Analysis of Possible Consequences for Gabe | |
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| Analysis of Possible Consequences for Miss Adams | |
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| Seymore Butts | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for Freshwater Oasis Inn | |
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| Ethical Principles Violated by This Decision | |
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| Civility | |
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| Etiquette | |
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| Civility at Freshwater Oasis Inn | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Housekeeping Management | |
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| Housekeeping | |
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| Hiring and Supervising a Diverse Workforce | |
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| Housekeeping at Freshwater Oasis Inn | |
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| State the Problem | |
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| Identify the Stakeholders | |
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| Analysis of Possible Consequences for Trini | |
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| Analysis of Possible Consequences the Customer (Sheena Williams) | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for Kathy Lawhorn | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Sequel to the Wrong Decision | |
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| Other Decision Options | |
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| Analysis of Kathy's Decision to Not Discipline Trini | |
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| Analysis of Possible Consequences for Kathy | |
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| Analysis of Possible Consequences for Trini | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for FOI | |
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| Other Decision Options | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Sales and Marketing | |
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| Marketing | |
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| Ethics Codes | |
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| Principles of Professionalism | |
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| Sales and Marketing at Freshwater Oasis Inn | |
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| State the Problem and Identify the Stakeholders | |
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| Analysis of Possible Consequences for John | |
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| Analysis of Possible Consequences for Bob Grobbins | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Choosing the Decision Option | |
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| Close the Sale | |
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| Analysis of Possible Consequences for the Phoenix Philatelist's Club | |
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| Analysis of Possible Consequences for John Fallin | |
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| Analysis of Possible Consequences for the Customers | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Professionalism | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Facilities Management | |
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| Fostering a Shared Ethic | |
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| Moral and Legal Requirements | |
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| Facilities Management at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Bill Gardner | |
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| Analysis of Possible Consequences for Milt | |
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| Analysis of Possible Consequences for Guests | |
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| Analysis of Possible Consequences for Employees | |
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| Analysis of Possible Consequences for John Fallin | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Swim Up Pool Frank | |
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| Analysis of Possible Consequences for John Fallin | |
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| Analysis of Possible Consequences for Sam Riley | |
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| Analysis of Possible Consequences for Heidi Bell | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Making the Decision | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Foodservice Management | |
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| Managing Diversity in Foodservice | |
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| Work Ethic | |
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| Foodservice Worker Safety | |
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| Food-borne Illness and Food Safety | |
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| Foodservice at the Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Chef Eric | |
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| Analysis of Possible Consequences for Dardina | |
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| Analysis of Possible Consequences for Customers | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| The Ethics of Purchasing | |
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| Purchasing and Receiving at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Eric | |
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| Analysis of Possible Consequences for Tate Brothers | |
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| Analysis of Possible Consequences for FOI | |
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| Analysis of Possible Consequences for Other Employees | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Conclusion | |
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| Key Word | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Dining Room Management | |
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| The Dining Room at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Tony | |
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| Analysis of Possible Consequences for the Customer | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| The Sequel to the $80 Tip | |
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| Ethical Principles Violated in the Sequel | |
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| Communication | |
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| Effective Communication Basics | |
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| Communication Barriers | |
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| Conclusion | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Bar and Beverage Management | |
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| The Bar at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Mike | |
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| Analysis of Possible Consequences for the Customer | |
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| Analysis of Possible Consequences for FOI | |
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| Analysis of Possible Consequences for Maggie | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for the Manager | |
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| Analysis of Possible Consequences for the Customers | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Other Options | |
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| Star Tender | |
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| Alcohol and the Hospitality Industry | |
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| Analysis of Possible Consequences for Eddie | |
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| Analysis of Possible Consequences for Jim Lansing | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for FOI | |
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| Analysis of Possible Consequences for Other Drivers or Pedestrians | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Alcohol Abuse and Alcoholism | |
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| Alcohol Abuse at Freshwater Oasis Inn | |
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| Ethics and Our Lives | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Management | |
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| Ethics and Human Resource Management | |
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| Supervision | |
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| Stress Management | |
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| Time Management | |
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| Delegation | |
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| Human Resource Management at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Heidi | |
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| Analysis of Possible Consequences for Nancy | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for FOI | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Chain of Command at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Heidi | |
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| Analysis of Possible Consequences for Tony | |
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| Analysis of Possible Consequences for FOI | |
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| Analysis of Possible Consequences for Other Employees | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Technology | |
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| Analysis of Possible Consequences to Customers | |
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| Analysis of Possible Consequences for FOI | |
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| Analysis of Possible Consequences for John Fallin | |
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| Analysis of Possible Consequences for Sheri Eggmeyer | |
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| Ethical Principles Violated by This Decision | |
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| Technology at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Employees | |
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| Analysis of Possible Consequences for Customers | |
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| Analysis of Possible Consequences for John Fallin | |
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| Analysis of Possible Consequences for the Freshwater Oasis Inn | |
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| Ethical Principles Violated by This Decision | |
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| Other Decision Options | |
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| Humility | |
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| Becoming Humble | |
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| Ethics and Humility | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Ethics and Cost Control | |
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| Cost Control at Freshwater Oasis Inn | |
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| Analysis of Possible Consequences for Mike Scales | |
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| Analysis of Possible Consequences for Eric Altman | |
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| Analysis of Possible Consequences for Dardina Traylor | |
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| Analysis of Possible Consequences for Other Employees | |
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| Analysis of Possible Consequences for John | |
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| Analysis of Possible Consequences for the Freshwater Oasis Inn | |
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| Ethical Principles Involved in John's Decision | |
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| The Decision | |
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| Dinner at Martha's | |
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| Analysis of Possible Consequences for Eddie | |
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| Analysis of Possible Consequences for Kelly | |
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| Analysis of Possible Consequences for FOI | |
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| Analysis of Possible Consequences for Other Employees | |
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| Ethical Principles Violated by Eddie's Decision | |
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| Making the Decision | |
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| Ethics and Controls | |
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| Other Decision Options | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Designing and Implementing Ethics Programs | |
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| Developing Codes of Ethics and Ethics Programs | |
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| Management Deficiencies at Freshwater Oasis Inn | |
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| Ethics Codes | |
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| Developing Ethics Codes | |
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| Freshwater Oasis Inn Ethics Code | |
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| Developing an Ethics Program | |
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| Designing an Ethics Program for Freshwater Oasis Inn | |
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| Needs Assessment | |
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| Training Plan | |
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| Define the Trainees | |
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| Training Methods | |
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| Select the Trainer | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Training Management and Employees in Ethics | |
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| Lesson Planning for the FOI Ethics Program | |
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| Obtaining the Subject Matter | |
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| Defining the Trainees | |
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| The Lesson Plan | |
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| Training Evaluation | |
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| Coaching and Counseling | |
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| Conclusion | |
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| Key Words | |
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| Chapter Thought Questions | |
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| References | |
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| Conclusion | |
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| References | |
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| Case Study: Freshwater Oasis Inn | |
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| Glossary of Key Words | |
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| Principles and Standards of Ethical Supply Management Conduct | |
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| American Society of Association Executives Standards of Conduct | |
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| Marriott Corporate Policy 1, Ethical Conduct | |
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| Some Messages to the Executives of Ramada Inns | |
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| Index | |