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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.

Tabla de contenidos provista por Syndetics

• Preface
• Introduction
• Part 1
• 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 Café
• 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
• Part 6 Group Dynamics
• The Reinstatement
• The Job Opening
• The Suarro Inn
• Burrito Sisters
• The Department Meeting
• Part 7 Technology
• The Amateur Travel Agent
• The Concierge's Computer
• Direct Deposit
• The Wireless Internet
• Casino CRM
• Part 8 Process Analysis
• The Broadbeach
• The Tarragassett Inn
• The Tour Voucher
• The Headwaiter
• The Mystery Shopper
• Part 9 Service Exemplars
• The CD Player
• Special Needs
• First Class Upgrade
• The Spanish Homework
• The Antler Hotel
• Part 10 Service Recovery
• The Stolen Sunglasses
• The ICO Conference
• The Airline's Response
• It Stinks
• Rob Jones

Notas de autor provistas por Syndetics

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.