Managing Hospitality Organizations: Achieving Excellence in the Guest Experience | Agenda Bookshop Skip to content
Selected Colleen Hoover Books at €9.99c | In-store & Online
Selected Colleen Hoover Books at €9.99c | In-store & Online
A01=Michael C. Sturman
A01=Robert C. Ford
Age Group_Uncategorized
Age Group_Uncategorized
Author_Michael C. Sturman
Author_Robert C. Ford
automatic-update
Category1=Non-Fiction
Category=KJ
Category=KNSG
Category=KNSH
COP=United States
Delivery_Delivery within 10-20 working days
Language_English
PA=Available
Price_€100 and above
PS=Active
softlaunch

Managing Hospitality Organizations: Achieving Excellence in the Guest Experience

English

By (author): Michael C. Sturman Robert C. Ford

A perfect book for any Hospitality program, excellent instructor support, and a good resource for students. 
Denise A. Braley, Mitchell College


Todays economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in todays ultracompetitive environment.

The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. 

Give your students the SAGE edge!

SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning. See more
Current price €138.15
Original price €156.99
Save 12%
A01=Michael C. SturmanA01=Robert C. FordAge Group_UncategorizedAuthor_Michael C. SturmanAuthor_Robert C. Fordautomatic-updateCategory1=Non-FictionCategory=KJCategory=KNSGCategory=KNSHCOP=United StatesDelivery_Delivery within 10-20 working daysLanguage_EnglishPA=AvailablePrice_€100 and abovePS=Activesoftlaunch
Delivery/Collection within 10-20 working days
Product Details
  • Weight: 1210g
  • Dimensions: 203 x 254mm
  • Publication Date: 29 Jan 2019
  • Publisher: SAGE Publications Inc
  • Publication City/Country: United States
  • Language: English
  • ISBN13: 9781544321509

About Michael C. SturmanRobert C. Ford

Robert C. Ford (Ph.D. Arizona State University) is professor emeritus of management in the College of Business Administration (COBA) of the University of Central Florida (UCF) where he  taught management of service organizations. He joined UCF as the chair of its hospitality department. He was also the COBA Associate Dean for Graduate and External Programs. Bob has authored or coauthored numerous publications in both top research and practitioner journals. He has served on several editorial boards including Cornell Hospitality Quarterly British Journal of Management Journal of Leadership and Organizational Studies Journal of Convention and Event Tourism and Journal of Service Management. He currently is associate editor of Organizational Dynamics. He has also published several books including Managing the Guest Experience in Hospitality Achieving Service Excellence: Strategies for Health Care Managing Destination Marketing Organizations and The Fun Minute Manager. Bob has been an active participant in many professional organizations. He has served the Academy of Management (AOM) as editor of The Academy of Management Executive Director of Placement board member of the HRM and Careers divisions Division Chair for both its Management History and its Management Education and Development divisions and a member and chair of its Ethics Adjudication Committee. Bob has served the Southern Management Association (SMA) in every elective office including president. He was a founding member and Chair of the Accreditation Commission for Programs in Hospitality Administration and served on the Destination Marketing Accreditation Program. Bob has been recognized for his service by many organizations. He received the Distinguished Service Award from AOMs MED the Richard Hodgetts Distinguished Career Award from Management History and SMAs Distinguished Service Award and was elected to SMA Fellows. In recognition of his service to hospitality education he was given the Paul Brown Award by the Florida Hotel and Lodging Association. He was also twice awarded a W. James Whyte Research Fellow by the University of Queensland.   Michael C. Sturman (Ph.D. Cornell University) is a Professor of Human Resource Management in the Rutgers School of Management and Labor Relations. His research focuses on the prediction of individual job performance over time and the influence of compensation systems. He also examines the use of HR Analytics and Metrics to improve HR decision-making and the return on HR investments. Michael has published research articles in journals such as the Academy of Management Journal Journal of Applied Psychology Journal of Management Organizational Research Methods and Personnel Psychology. He has also published practitioner-oriented papers in Compensation and Benefits Review the American Compensation Association Journal Cornell Hospitality Quarterly International Journal of Hospitality Management Lodging Magazine and Lodging HR and is a presenter in Salary.coms CompX Compensation Education series. Before coming to Rutgers Michael was the Kenneth and Marjorie Blanchard Professor of Human Resources at Cornell Universitys College of Business where he held appointments in the Management Area and the School of Hotel Administration as well as a courtesy appointment with the School of Industrial and Labor Relations. Michael holds a Ph.D. M.S. and B.S. from Cornell Universitys School of Industrial and Labor Relations and is a Senior Professional of Human Resources as certified by the Society for Human Resource Management. He teaches undergraduate graduate and executive courses on human resource management HR Analytics compensation and analytical methods.

Customer Reviews

No reviews yet
0%
(0)
0%
(0)
0%
(0)
0%
(0)
0%
(0)
We use cookies to ensure that we give you the best experience on our website. If you continue we'll assume that you are understand this. Learn more
Accept