款待业管理实例：主要事件研究 第二版 Cases In Hospitality Management: A Critical Incident Approach, Second Edition

基本信息

Format:Paperback / softback 176 pages

Publisher:John Wiley & Sons Inc

Imprint:John Wiley & Sons Inc

Edition:2 ed

ISBN:9780471686934

Published:18 Nov 2005

Classifications:Management & management techniques, Hospitality industry

Readership:Professional & Vocational

Weight:248g

Dimensions:152 x 230 x 9 (mm)

页面参数仅供参考，具体以实物为准

书籍简介

酒店管理案例： 酒店管理案例：突发事件处理法》第二版是市场上为数不多的专门针对酒店管理的案例书籍之一。该书采用了 "关键事件法 "这一强有力的教学方法，要求客户和员工找出酒店业服务方面的实际经历--包括正面和负面经历--然后描述组织对此的反应。 这种方法鼓励对一个突出问题进行透彻分析，突出了酒店业管理人员每天面临的各种复杂问题。 本书收录了涉及航空、铁路、私人俱乐部、会议中心、旅行社和餐馆等行业多个细分领域的案例，以及 15 个新案例和一个关于酒店技术的新章节。

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, 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. 

作者简介

TIMOTHY R. HINKIN 是康奈尔酒店管理学院教授。他著有《酒店管理案例》一版，并在《管理学院杂志》、《应用心理学杂志》、《酒店研究杂志》和《康奈尔酒店与餐厅管理季刊》上发表过多篇文章。他的主要研究方向是上司与下属的关系、组织中的权力与影响力、群体动力学和服务质量。

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.

目录

TABLE OF CONTENTS

Preface.

Introduction.

PART ONE: ETHICS.

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.

PART TWO: TRAINING AND DEVELOPMENT.

Case 6. The Promotion Decision.

Case 7. The Swimming Pool.

Case 8. Spas International.

Case 9. The Apprentice Chef.

Case 10. Bongo's.

PART THREE: REWARD SYSTEMS.

Case 11. The University Conference Center.

Case 12. The New Sales Manager.

Case 13. The Incentive System.

Case 14. The River Walk Café.

Case 15. The Cedars.

PART FOUR: COMMUNICATION.

Case 16. The Shared Suite.

Case 17. Leaving From Rome.

Case 18. Room Service, Please.

Case 19. The Wounded Bird.

Case 20. The Three Hour Brunch.

PART FIVE: POLICIES.

Case 21. The Service Guarantee.

Case 22. The Parking Lot.

Case 23. Bank of USA.

Case 24. The Minibar Charge.

Case 25. 100% Occupancy.

PART SIX: GROUP DYNAMICS.

Case 26. The Reinstatement.

Case 27. The Job Opening.

Case 28. The Suarro Inn.

Case 29. Burrito Sisters.

Case 30. The Department Meeting.

PART SEVEN: TECHNOLOGY.

Case 31. The Amateur Travel Agent.

Case 32. The Concierge's Computer.

Case 33. Direct Deposit.

Case 34. The Wireless Internet.

Case 35. Casino CRM.

PART EIGHT: PROCESS ANALYSIS.

Case 36. The Broadbeach.

Case 37. The Tarragassett Inn.

Case 38. The Tour Voucher.

Case 39. The Headwaiter.

Case 40. The Mystery Shopper.

PART NINE: SERVICE EXEMPLARS.

Case 41. The CD Player.

Case 42. Special Needs.

Case 43. First Class Upgrade.

Case 44. The Spanish Homework.

Case 45. The Antler Hotel.

PART TEN: SERVICE RECOVERY.

Case 46. The Stolen Sunglasses.

Case 47. The ICO Conference.

Case 48. The Airline's Response.

Case 49. It Stinks.

Case 50. Rob Jones Corporation.