Cases in Hospitality Management
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A01=Timothy R. Hinkin
actual hospitality service experiences
analysis of hospitality issues
Author_Timothy R. Hinkin
Category=KJM
Category=KNS
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
hospitality challenges facing managers
hospitality industry day to day
hospitality management casebook
hospitality management cases
hospitality management railroad cases
hospitality management restaurant cases
hospitality management teaching methodology
hospitality technology overview
negative hospitality service examples
organizational response to service experiences
positive hospitality service examples
service in hospitality industry
Product details
- ISBN 9780471686934
- Weight: 231g
- Dimensions: 150 x 226mm
- Publication Date: 18 Nov 2005
- Publisher: John Wiley & Sons Inc
- Publication City/Country: US
- Product Form: Paperback
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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.
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.
