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Cases in Hospitality Management A Critical Incident Approach

ISBN-10: 047168693X
ISBN-13: 9780471686934
Edition: 2nd 2006 (Revised)
List price: $71.95 Buy it from $18.22 Rent it from $15.98
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Description: Focusing specifically on hospitality management, this text adopts a critical incident approach, so that the cases are not long and confusing, but rather, highlight the issues and are representative of a wide range of the complexities that face  More...

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Book details

List price: $71.95
Edition: 2nd
Copyright year: 2006
Publisher: John Wiley & Sons, Incorporated
Publication date: 11/4/2005
Binding: Paperback
Pages: 172
Size: 6.00" wide x 8.75" long x 0.50" tall
Weight: 0.528
Language: English

Focusing specifically on hospitality management, this text adopts a critical incident approach, so that the cases are not long and confusing, but rather, highlight the issues and are representative of a wide range of the complexities that face managers in the hospitality industry on a day-to-day basis.

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.

Preface
Introduction
Ethics
Sunspot Resorts
The Hawaiian Village
A Dog-Eat-Dog World
Seaside Plantations
The Decision to Serve
Part 2
The Promotion Decision
The Swimming Pool
Spas International
The Apprentice Chef
Bongo's
Part 3
The University Conference Center
The New Sales Manager
The Incentive System
The River Walk Caf�
The Cedars
Part 4
The Shared Suite
Leaving From Rome
Room Service, Please
The Wounded Bird
The Three Hour Brunch
Part 5
The Service Guarantee
The Parking Lot
Bank of USA
The Minibar Charge
100% Occupancy
Group Dynamics
The Reinstatement
The Job Opening
The Suarro Inn
Burrito Sisters
The Department Meeting
Technology
The Amateur Travel Agent
The Concierge's Computer
Direct Deposit
The Wireless Internet
Casino CRM
Process Analysis
The Broadbeach
The Tarragassett Inn
The Tour Voucher
The Headwaiter
The Mystery Shopper
Service Exemplars
The CD Player
Special Needs
First Class Upgrade
The Spanish Homework
The Antler Hotel
Service Recovery
The Stolen Sunglasses
The ICO Conference
The Airline's Response
It Stinks
Rob Jones

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