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Cases in Hospitality Management : Critical Incident Approach

Cases in Hospitality Management : Critical Incident Approach - 2nd edition

ISBN13: 978-0471686934

Cover of Cases in Hospitality Management : Critical Incident Approach 2ND 06 (ISBN 978-0471686934)
ISBN13: 978-0471686934
ISBN10: 047168693X
Cover type: Paperback
Edition/Copyright: 2ND 06
Publisher: John Wiley & Sons, Inc.
Published: 2006
International: No
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Cases in Hospitality Management : Critical Incident Approach - 2ND 06 edition

ISBN13: 978-0471686934

Timothy R. Hinkin

ISBN13: 978-0471686934
ISBN10: 047168693X
Cover type: Paperback
Edition/Copyright: 2ND 06
Publisher: John Wiley & Sons, Inc.

Published: 2006
International: No

Table of Contents

Preface.
Introduction.

PART 1. 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 2. 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 3. 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 4. 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 5. 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 6. 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 7. 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 8. 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 9. 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 10. 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.

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