{"product_id":"cases-in-hospitality-management-isbn-9780471686934","title":"Cases in Hospitality Management","description":"\u003ci\u003eCases in Hospitality Management: A Critical Incident Approach, Second Edition\u003c\/i\u003e 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.   Preface.  \u003cp\u003eIntroduction.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART ONE: ETHICS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 1. Sunspot Resorts.\u003c\/p\u003e \u003cp\u003eCase 2. The Hawaiian Village.\u003c\/p\u003e \u003cp\u003eCase 3. A Dog-Eat-Dog World.\u003c\/p\u003e \u003cp\u003eCase 4. Seaside Plantations.\u003c\/p\u003e \u003cp\u003eCase 5. The Decision to Serve.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART TWO: TRAINING AND DEVELOPMENT.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 6. The Promotion Decision.\u003c\/p\u003e \u003cp\u003eCase 7. The Swimming Pool.\u003c\/p\u003e \u003cp\u003eCase 8. Spas International.\u003c\/p\u003e \u003cp\u003eCase 9. The Apprentice Chef.\u003c\/p\u003e \u003cp\u003eCase 10. Bongo's.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART THREE: REWARD SYSTEMS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 11. The University Conference Center.\u003c\/p\u003e \u003cp\u003eCase 12. The New Sales Manager.\u003c\/p\u003e \u003cp\u003eCase 13. The Incentive System.\u003c\/p\u003e \u003cp\u003eCase 14. The River Walk Café.\u003c\/p\u003e \u003cp\u003eCase 15. The Cedars.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART FOUR: COMMUNICATION.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 16. The Shared Suite.\u003c\/p\u003e \u003cp\u003eCase 17. Leaving From Rome.\u003c\/p\u003e \u003cp\u003eCase 18. Room Service, Please.\u003c\/p\u003e \u003cp\u003eCase 19. The Wounded Bird.\u003c\/p\u003e \u003cp\u003eCase 20. The Three Hour Brunch.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART FIVE: POLICIES.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 21. The Service Guarantee.\u003c\/p\u003e \u003cp\u003eCase 22. The Parking Lot.\u003c\/p\u003e \u003cp\u003eCase 23. Bank of USA.\u003c\/p\u003e \u003cp\u003eCase 24. The Minibar Charge.\u003c\/p\u003e \u003cp\u003eCase 25. 100% Occupancy.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART SIX: GROUP DYNAMICS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 26. The Reinstatement.\u003c\/p\u003e \u003cp\u003eCase 27. The Job Opening.\u003c\/p\u003e \u003cp\u003eCase 28. The Suarro Inn.\u003c\/p\u003e \u003cp\u003eCase 29. Burrito Sisters.\u003c\/p\u003e \u003cp\u003eCase 30. The Department Meeting.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART SEVEN: TECHNOLOGY.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 31. The Amateur Travel Agent.\u003c\/p\u003e \u003cp\u003eCase 32. The Concierge's Computer.\u003c\/p\u003e \u003cp\u003eCase 33. Direct Deposit.\u003c\/p\u003e \u003cp\u003eCase 34. The Wireless Internet.\u003c\/p\u003e \u003cp\u003eCase 35. Casino CRM.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART EIGHT: PROCESS ANALYSIS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 36. The Broadbeach.\u003c\/p\u003e \u003cp\u003eCase 37. The Tarragassett Inn.\u003c\/p\u003e \u003cp\u003eCase 38. The Tour Voucher.\u003c\/p\u003e \u003cp\u003eCase 39. The Headwaiter.\u003c\/p\u003e \u003cp\u003eCase 40. The Mystery Shopper.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART NINE: SERVICE EXEMPLARS.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 41. The CD Player.\u003c\/p\u003e \u003cp\u003eCase 42. Special Needs.\u003c\/p\u003e \u003cp\u003eCase 43. First Class Upgrade.\u003c\/p\u003e \u003cp\u003eCase 44. The Spanish Homework.\u003c\/p\u003e \u003cp\u003eCase 45. The Antler Hotel.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePART TEN: SERVICE RECOVERY.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCase 46. The Stolen Sunglasses.\u003c\/p\u003e \u003cp\u003eCase 47. The ICO Conference.\u003c\/p\u003e \u003cp\u003eCase 48. The Airline's Response.\u003c\/p\u003e \u003cp\u003eCase 49. It Stinks.\u003c\/p\u003e \u003cp\u003eCase 50. Rob Jones Corporation.\u003c\/p\u003e \u003cb\u003eTIMOTHY R. HINKIN\u003c\/b\u003e 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.  Your guide to becoming an effective hospitality manager  \u003cp\u003eThe 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.\u003c\/p\u003e \u003cp\u003eWhether 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.\u003c\/p\u003e \u003cp\u003eThis new, updated Second Edition features:\u003c\/p\u003e \u003cul\u003e \u003cli\u003eFifteen all-new cases dealing with a variety of managerial topics including technology, human resource management, customer service, and ethics\u003c\/li\u003e \u003cli\u003eA broad array of real industry cases, including airlines, railroads, private clubs, conference centers, travel agents, auto rental, hotels, and restaurants\u003c\/li\u003e \u003cli\u003eA new Technology section that explores data warehousing, the Internet, and electronic banking\u003c\/li\u003e \u003cli\u003eA new Service Exemplars section that presents incidents involving truly exceptional service in a variety of contexts—from trains to resorts\u003c\/li\u003e \u003cli\u003eA new Service Recovery section presents examples of companies failing to salvage service encounters that have gone awry\u003c\/li\u003e \u003c\/ul\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47988890894565,"sku":"NP9780471686934","price":68.5,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780471686934.jpg?v=1761781941","url":"https:\/\/k12savings.com\/products\/cases-in-hospitality-management-isbn-9780471686934","provider":"K12savings","version":"1.0","type":"link"}