Cases in hospitality management a critical incident approach pdf

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. 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 Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry. The Murray Library. St Peter's Library. Powered by Prism. Skip to Content. Help My Account My Lists. Catalogue Cases in hospitality management: a critical incident Cases in hospitality management: a critical incident approach Hinkin, Timothy R.

Paperback , Book. Published Hoboken, N. Barcode Shelfmark Loan type Status Details Statement of responsibility : Timothy R. Distributor : Chichester: John Wiley [distributor], ISBN : X , Intended audience : Specialized. Physical Description : p. Contents Preface. Case 1. Sunspot Resorts. Case 2. The Hawaiian Village. Case 3.

A Dog-Eat-Dog World. Case 4. Seaside Plantations. Case 5. The Decision to Serve. Case 6. The Promotion Decision. Case 7. The Swimming Pool.

Case 8. Spas International. Case 9. The Apprentice Chef. Case The University Conference Center. The New Sales Manager. The Incentive System. The Cedars.

Create Alert Alert. Share This Paper. Citation Type. Has PDF. Publication Type. More Filters. Service Quality in the Hotel Industry. An analysis of critical incidents of service success or failure for seventeen hotels in Hong Kong found that the most common critical incident involved a hotel employee responding to a guest … Expand. View 1 excerpt, cites background. Communicating in a crisis: flight SQ Abstract The tourism industry is prone to crisis and disaster which must be planned for and managed.

The paper analyses the early reactions of Singapore Airlines to the crisis caused by the first … Expand. Fuel the service fire. Servant leadership and proactive customer service performance.

International Journal of Contemporary Hospitality Management. Workplace ostracism and proactive customer service performance: A conservation of resources perspective. Drawing upon the conservation of resources theory, we investigate … Expand. AB: Research in the framework of the doctoral dissertation is oriented to modeling of organization and management procedures of mountain tourist area the destination, by its title, subject, problems … Expand.

View 2 excerpts, cites background. The Case of Singapore. Problems and opportunities confronting NTOs … Expand. This paper presents findings from a pilot study of four African entrepreneurs new to established, all who started their business as young people. Their narratives, enhanced by the inclusion of … Expand. Abusive supervision and customer-oriented organizational citizenship behavior: The roles of hostile attribution bias and work engagement. Employing the conservation of resources … Expand.

Negative workplace gossip and service outcomes: An explanation from social identity theory. International Journal of Hospitality Management.