Call Boomerang Books 1300 36 33 32

Description - Cases in Hospitality Management a Critical Incident Approach 2E by Timothy R. Hinkin

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

Buy Cases in Hospitality Management a Critical Incident Approach 2E by Timothy R. Hinkin from Australia's Online Independent Bookstore, Boomerang Books.

Book Details

ISBN: 9780471686934
ISBN-10: 047168693X
Format: Paperback
(230mm x 153mm x 9mm)
Pages: 172
Imprint: John Wiley & Sons Inc
Publisher: John Wiley and Sons Ltd
Publish Date: 1-Oct-2005
Country of Publication: United States

Book Reviews - Cases in Hospitality Management a Critical Incident Approach 2E by Timothy R. Hinkin

» Have you read this book? We'd like to know what you think about it - write a review about Cases in Hospitality Management a Critical Incident Approach 2E book by Timothy R. Hinkin and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a Boomerang Books Account Holder - it's free to sign up and there are great benefits!)

Write Review


Author Biography - Timothy R. Hinkin

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.