Hospitality and service industries Books

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Book SynopsisAlthough he was a suburban husband and father, living a far different life than the “Wolf of Wall Street,” Michael Kimelman had a good run as the cofounder of a hedge fund. He had left a cushy yet suffocating job at a law firm to try his hand at the high-risk life of a proprietary trader — and he did pretty well for himself. But it all came crashing down in the wee hours of November 5, 2009, when the Feds came to his door—almost taking the door off its hinges. While his wife and children were sequestered to a bedroom, Kimelman was marched off in embarrassment in view of his neighbors and TV crews who had been alerted in advance. He was arrested as part of a huge insider trading case, and while he was offered a “sweetheart” no-jail probation plea, he refused, maintaining his innocence.The lion’s share of Confessions of a Wall Street Insider was written while Kimelman was an inmate at Lewisburg Penitentiary. In nearly two years behind bars, he reflected on his experiences before incarceration—rubbing elbows and throwing back far too many cocktails with financial titans and major figures in sports and entertainment (including Leonardo DiCaprio, Alex Rodriguez, Ben Bernanke, and Alan Greenspan, to drop a few names); making and losing hundreds of thousands of dollars in daily gambles on the Street; getting involved with the wrong people, who eventually turned on him; realizing that none of that mattered in the end. As he writes: “Stripped of family, friends, time, and humanity, if there’s ever a place to give one pause, it’s prison . . . Tomorrow is promised to no one.” In Confessions of a Wall Street Insider, he reveals the triumphs, pains, and struggles, and how, in the end, it just might have made him a better person.Skyhorse Publishing, along with our Arcade, Good Books, Sports Publishing, and Yucca imprints, is proud to publish a broad range of biographies, autobiographies, and memoirs. Our list includes biographies on well-known historical figures like Benjamin Franklin, Nelson Mandela, and Alexander Graham Bell, as well as villains from history, such as Heinrich Himmler, John Wayne Gacy, and O. J. Simpson. We have also published survivor stories of World War II, memoirs about overcoming adversity, first-hand tales of adventure, and much more. While not every title we publish becomes a New York Times bestseller or a national bestseller, we are committed to books on subjects that are sometimes overlooked and to authors whose work might not otherwise find a home.Trade Review“When prosecutors place a political agenda and career ambition over truth and justice, people inevitably get trampled. Michael Kimelman is a perfect example of that collateral damage.” – Joe Tacopina, celebrity criminal defense lawyer and owner of the Venezia FC Futbol team“Kimelman is guilty of one thing: writing a helluva book. If you want a front row seat to a Wall Street witch-hunt – read this.” - Turney Duff, bestselling author of The Buy Side“Kimelman delivers a taut page-turner that gives readers an inside seat at the real life Billions that are a daily part of the cutthroat world of proprietary traders. He also exposes a criminal justice system in which prosecutors will do anything to win a case and questions of innocence are far less important than notching a victory. In this disturbing and cautionary tale from the inner sanctums of Wall Street to Federal prison, Kimelman ultimately tells a singular and riveting tale of survival and endurance.” - Gerald Posner, author of God's Bankers: A History of Money and Power at the Vatican“Kimelman’s account as a defendant in the federal criminal justice system provides insights into just how broken and frightening that system has become.” – Walt Pavlo, Jr., Forbes columnist and co-author of Stolen Without a Gun"If you like wild rides, you'll love Confessions of a Wall Street Insider, Michael Kimelman's gripping, well-written, memoir of his incredible journey from an associate at the tony law firm Sullivan & Cromwell to the lunacy of day trading, and into the great beyond of Wall Street hedge funds. When he's arrested for insider trading in 2009, the adventure really begins." - William D. Cohan, best-selling author of House of Cards: A Tale of Hubris and Wretched Excess on Wall Street."As most media outlets touted Bharara's record of wins and losses, few looked into the tactics used to win a number of these cases. Now, Michael Kimelman gives us a view of what it was like.... If you work on Wall Street, you owe it to yourself to take a read about the risks you take on when you go to work each day. If you don’t work on Wall Street you owe it to yourself to be informed." - Forbes“When prosecutors place a political agenda and career ambition over truth and justice, people inevitably get trampled. Michael Kimelman is a perfect example of that collateral damage.” – Joe Tacopina, celebrity criminal defense lawyer and owner of the Venezia FC Futbol team“Kimelman is guilty of one thing: writing a helluva book. If you want a front row seat to a Wall Street witch-hunt – read this.” - Turney Duff, bestselling author of The Buy Side“Kimelman delivers a taut page-turner that gives readers an inside seat at the real life Billions that are a daily part of the cutthroat world of proprietary traders. He also exposes a criminal justice system in which prosecutors will do anything to win a case and questions of innocence are far less important than notching a victory. In this disturbing and cautionary tale from the inner sanctums of Wall Street to Federal prison, Kimelman ultimately tells a singular and riveting tale of survival and endurance.” - Gerald Posner, author of God's Bankers: A History of Money and Power at the Vatican“Kimelman’s account as a defendant in the federal criminal justice system provides insights into just how broken and frightening that system has become.” – Walt Pavlo, Jr., Forbes columnist and co-author of Stolen Without a Gun"If you like wild rides, you'll love Confessions of a Wall Street Insider, Michael Kimelman's gripping, well-written, memoir of his incredible journey from an associate at the tony law firm Sullivan & Cromwell to the lunacy of day trading, and into the great beyond of Wall Street hedge funds. When he's arrested for insider trading in 2009, the adventure really begins." - William D. Cohan, best-selling author of House of Cards: A Tale of Hubris and Wretched Excess on Wall Street."As most media outlets touted Bharara's record of wins and losses, few looked into the tactics used to win a number of these cases. Now, Michael Kimelman gives us a view of what it was like.... If you work on Wall Street, you owe it to yourself to take a read about the risks you take on when you go to work each day. If you don’t work on Wall Street you owe it to yourself to be informed." - Forbes

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Book SynopsisFor Efrem Harkham, hospitality isn’t just a job—it’s a way of life. And that attitude is evident when you walk into any of Harkham’s one-hundred-plus luxury hotels. In a true, rags-to-riches American success story, Harkham built a renowned international hotel brand that is synonymous with comfort and refinement. Part memoir, part business-success book, Living the Luxe Life is the story of Harkham’s success, detailing the secrets behind his accomplishments. Taking a philosophical approach to business, Harkham describes his commitment towards maintaining excellence in all aspects of his life, succeeding in a constantly evolving marketplace, and mentoring employees. He firmly believes that this method is the best way to provide his customers with a superior product. Additional chapters expand on Harkham’s business model, touching on his belief in the importance of philanthropy, education, and patience in building a strong and successful business. Profound and insightful, Living the Luxe Life is a must have for any reader who aspires to one day succeed in the business world.Trade Review“Truly enjoyed this inspiring ‘rags to riches’ story from the owner of The Luxe Hotels empire. An amazing success story based on simple truths. How basic and how smart is the idea that ‘showing up’ is key to succeeding: ‘show up’ and demonstrate a strong interest in a job, or an opportunity, hey, then you are halfway home. Apply devotion and unflagging integrity in everything you get involved in. The story is told in a conversational fashion by million-selling rock writer Mark Bego.” —Lori Zelenko, New York Lifestyles Magazine “New York Times best-selling rock & roll author Mark Bego switches tracks for Living the Luxe Life, written with Beverly Hills hotel mogul Efrem Harkham of the Luxe Hotels chain. It is filled with common sense business solutions for individuals and empire builders alike! In today’s economic climate, who doesn’t need advice like that?”—G. H. Harding, The Mac Wire “In Living the Luxe Life, Efrem Harkham and Mark Bego have collaborated on an autobiography that is a celebration of the American Dream. It is full of inspiration, affirmation, and love.” —Jason Grant, Webster Light Grant Communications

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Book SynopsisA student-friendly approach to hospitality law.Hotel, Restaurant, and Travel Law: A Preventive Approach arms future hospitality industry personnel with the legal knowledge needed to enhance the guest's experience and avoid lawsuits. With a focus on prevention, the book aims to minimize the number of lawsuits a hospitality establishment experiences.Hotel, Restaurant, and Travel Law: A Preventive Approach: engages the reader with relevant case studies. Many examples include case questions to further assist student comprehension. provides a concentrated summary of issues addressed in each Chapter through sections titled ""Preventive Law Tips for Managers"". includes updated references to new laws, new cases, technological changes and advancements, and new factual circumstances in the hospitality industry. features new web site references which offer students expanded exposure to Chapter topics. develops critical thinking skills in managers. enhances student ability to read and comprehend the material with plain-English explanations and many subtopics. challenges students with end-of-Chapter questions. Hotel, Restaurant, and Travel Law: A Preventive Approach is organized into four units: Legal Fundamentals for the Hospitality Industry presents the sources and principles of hospitality law, basic court procedures, civil rights issues, and contract law. Negligence presents the legal principles relevant to this topic and many cases that help define the scope of obligations and liability. Relationships with Guests and Other Patrons explores the special responsibilities that hospitality businesses have to their various constituencies. Special Topics addresses food and alcohol liability; legal duties of airlines and car rental companies; employment matters; franchising; copyrights and trademarks; licensing; travel agents; and laws relevant to casinos, theme parks, spas, and hotel condominiums.

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Book SynopsisThis book deals with the evolution, current status and potential of U.S.-India strategic cooperation. From very modest beginnings, the U.S.-India strategic partnership has developed significantly over the last decade. In considerable part, this growth has stemmed from overlapping concerns about the rise and assertiveness of the People’s Republic of China, as well as the instability of Pakistan. Despite the emergence of this partnership, significant differences remain, some of which stem from Cold War legacies, others from divergent global strategic interests and institutional design. In spite of these areas of discord, the overall trajectory of the relationship appears promising. Increased cooperation and closer policy coordination underscore a deepening of the relationship, while fundamental differences in national approaches to strategic challenges demand flexibility and compromise in the future.Table of ContentsIntroduction: An unnatural partnership? The future of U.S.–India strategic cooperation – Šumit Ganguly and M. Chris MasonPart I Military-to-military cooperation1 Less than meets the eye: a critical assessment of the military-to-military dimension of the U.S.–India security partnership – M. Chris Mason2 Faltering friends: U.S.–India military cooperation in the twenty-first century – Abhijnan RejPart II Cybersecurity cooperation3 U.S.–India relations on cybersecurity: an important moment for strategic action on collective cyberdefense – Jamil N. Jaffer4 From intention to action: challenges in cyberdefense cooperation for the U.S. and India – Bedavyasa MohantyPart III Nuclear stability cooperation5 Southern Asia in a decaying nuclear order: regional strategic dilemmas and U.S. policy approaches toward India – Frank O’Donnell6 Enhancing nuclear stability in South Asia: the view from New Delhi – Rajesh RajagopalanPart IV Space cooperation7 U.S.–India strategic partnership in space: a path toward cooperation – Victoria Samson8 U.S.-India space cooperation: an Indian view – Rajeswari Pillai RajagopalanPart V Counterterrorism cooperation9 The U.S.–India counterterrorism relationship: striking the balance – Tricia Bacon10 Indo-U.S. counterterrorism cooperation: a bumpy road – Manoj JoshiPart VI Intelligence cooperation11 A vision for future U.S.–India intelligence cooperation – Carol V. Evans12 Natural alliance: enhancing India–U.S. intelligence cooperation – Saikat DattaPart VII Defense technology cooperation:13 U.S.–India defense technology sharing and manufacturing: legacies of defense organizational processes – Frank O’Donnell14 “Make in India”: a problem for bilateral defense technology cooperation – Pramit Pal ChaudhuriIndex

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Book SynopsisAs the percentage of people working in the service economy continues to rise, there is a need to examine workplace harm within low-paid, insecure, flexible and short-term forms of ‘affective labour’. This is the first book to discuss harm through an ultra-realist lens and examines the connection between individuals, their working conditions and management culture. Using data from a long-term ethnographic study of the service economy, it investigates the reorganisation of labour markets and the shift from security to flexibility, a central function of consumer capitalism. It highlights working conditions and organisational practices which employees experience as normal and routine but within which multiple harms occur. Challenging current thinking within sociology and policy analysis, it reconnects ideology and political economy with workplace studies and uses examples of legal and illegal activity to demonstrate the multiple harms within the service economy.Trade Review“…an exciting progression for social harm studies that offers tangible insight into how harm occurs in all facets of the workplace. I would recommend it to those influencing policy as providing concrete analytical tools for the design of labour market policies that can reduce harm... [and] academics who are already involved in the study of social harm as well as those wishing to gain a good overall insight into the field.” People, Place and PolicyTable of ContentsIntroduction; Chapter 1 – Reinterpreting social harm; Chapter 2 – Restructuring labour markets; Chapter 3 – Organisational culture and management practice; Chapter 4 – The absence of stability; Chapter 5 – The absence of protection; Chapter 6 – The positive motivation to harm; Chapter 7 – The violence of ideology; Conclusion.

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Book SynopsisThis is the first book to discuss workplace harm through an ultra-realist lens and examines the connection between individuals, their working conditions and management culture. It investigates the reorganisation of labour markets and the shift from security to flexibility, a central function of consumer capitalism and highlights working conditions and organisational practices which employees experience as normal and routine but within which multiple harms occur. Reconnecting ideology and political economy with workplace studies, it uses examples of legal and illegal activity to demonstrate the multiple harms within the service economy.Trade Review"Drawing on original and insightful ethnographic research, this book is indispensable for academics, practicioners and policy makers interested in the harms associated with contemporary service work. A compelling and thought-provoking read." Sam Scott, University of GloucestershireTable of ContentsIntroduction; Chapter 1 – Reinterpreting social harm; Chapter 2 – Restructuring labour markets; Chapter 3 – Organisational culture and management practice; Chapter 4 – The absence of stability; Chapter 5 – The absence of protection; Chapter 6 – The positive motivation to harm; Chapter 7 – The violence of ideology; Conclusion.

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Book SynopsisClimate change is perhaps among the most serious challenges that humankind has ever faced and perhaps the greatest market failure the world has ever seen. At the same time, clean unutilised energy resources around the world are available that could help remedy climate and environmental problems while also improving peoples lives. It is likely that most of the increased demand for energy in the future will be in the developing and emerging world. This is also where most unutilised clean energy sources are located. The challenge of climate change requires strong comprehensive and firm action from the international community. Clean energy projects tend to be large, capital intensive and long term. They require long term commitment from all the players involved as well as mutual trust. International financial institutions (IFIs), including the World Bank Group and regional development banks can play a key role in promoting the use of clean energy sources by facilitating clean energy investment in developing and emerging markets. This book focuses on those challenges, mainly using geothermal energy projects as examples, but also by providing an example of a large hydropower project to illustrate how the funding and risk mitigation instruments of IFIs, as well as national agencies such as export credit agencies (ECA)s, have been used to mobilise funds in a difficult investment environment. The book is divided into eleven chapters. Chapter One discusses the current global investment regime and the absence of an international organisation for investments comparable to the World Trade Organization that focuses on cross border trade. Chapter Two examines the World Bank Group and its emphasis on loans instead of guarantees for capital mobilisation. Chapter Three discusses international financial institutions, including regional development banks and their risk mitigation instruments. Chapter Four focuses on how IFIs can make more use of their instruments to support cross border clean energy projects in developing and emerging economies. Chapter Five assesses the effectiveness of the risk mitigation instruments used by the World Bank Group. Chapter Six analyses the upfront development costs associated with geothermal development and geothermal projects. Chapter Seven analyses the costs and benefits of deploying public-private partnerships for clean energy projects. Chapter Eight focuses on contested multilateralism and the recent establishment of new international financial institutions under Chinese leadership, i.e. the Asian Infrastructure Investment Bank and the New Development (BRICS) Bank. Chapter Nine examines Iceland with its geothermal cluster as well as how developing and emerging countries could learn from Icelands experience. Chapter Ten analyses selected cross border clean energy projects, including geothermal and hydropower, and shows how various funding and risk mitigation instruments have been used in practice. Chapter Eleven stresses the urgency for global action to address the climate crisis facing humankind. Finally, the concluding chapter shows how international financial institutions can be key instruments for successful global climate solutions. The book draws on the authors experience in three continents (Africa, Asia and Europe) as a staff member of the World Bank Group.

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Book SynopsisSecurity is one of the key pillars on which a stable society is built, and which guarantees the rights of its members. One of the modern strategies -- human security -- potentiates that economy, environment, security, social conditions and law are the main attributes and functions that provide citizen''s with prosperity, a sense of safety and integrity. Good socio-economic conditions, healthy environment and respect for human rights provide a state with political and democratic strength. It also allows for business to be stronger and progressive. This edition aims to provide some of the key challenges for modern societies so that scientists may explain them and give some solutions for better risk and crisis management. Scientists and researchers from different areas and universities analysed risks from areas of IT, global health, migrations, social engineering, nuclear weaponry, environmental protection, private anti-crime business and different security policies. One of the aims of this edition is to explain how important it is to recognise all different challenges, not to neglect them, but to provide them with all possible legal solutions, technical solutions and knowledge to protect people, society and state from qualitatively different risks and consequences. Through this edition, experts and researches have tried to provide actual reviews of challenges of the twenty-first century and possible solutions for their understanding, prevention and/or minimalising damages in emergency situations.

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Book SynopsisHow can leadership in service economies be developed and nurtured? This issue is of the utmost importance, because the mode of production and requirements of the leaders are different in manufacturing and service economies. While the focus in manufacturing industries is on do things right, the focus of services economies is on do the right things. In this book, the authors start out with the Service Leadership Model as well as the ingredients for Service Leadership knowledge, attitude and behaviors (i.e., skills). Second, psychometric properties of three validated measures on Service Leadership knowledge, attitude and behavior are presented. In these chapters, the internal consistency, convergent validity and factorial validity of the measures are presented. Third, the psychosocial correlates and norms associated with these three measures of Service Leadership are presented. Through these chapters, the authors attempt to establish the psychometric properties and norms of the scales assessing Service Leadership knowledge, attitude and behavior. It is their humble wish that the related work and the developed assessment tools can be used in the training, personnel decisions, intervention and research contexts.

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Book SynopsisFollowing terrorist attacks against the U.S. embassy in Beirut, Lebanon, in 1983, the U.S. Department of State began an embassy construction program -- known as the Inman program -- to protect U.S. personnel. However, the U.S. Department of State completed only 24 of the 57 planned construction projects, in part due to poor planning, systemic weaknesses in program management, difficulties acquiring sites, schedule delays, cost increases, and subsequent funding limitations. Following the demise of the Inman program in the early 1990s, very few new construction projects were initiated until after the two 1998 embassy bombings in Africa. Following those attacks, the Secure Embassy Construction and Counterterrorism Act of 1999 required the U.S. Department of State to maintain a list of diplomatic facilities to be scheduled for replacement based on their vulnerability to attack. The U.S. Department of State determined that diplomatic facilities at over 180 posts -- more than half of U.S. overseas missions -- needed to be replaced to meet security standards. By 2016, over 30,000 staff were moved into more secure facilities. From October 2012 to September 2016, State evacuated overseas post staff and family members from 23 overseas posts in response to various threats, such as terrorism, civil unrest, and natural disasters. Overseas posts undergoing evacuations generally experience authorised departure or ordered departure of specific post staff or family members, potentially leading to suspended operations. On 29 September 2017 the U.S. Department of State ordered the departure of nonemergency personnel assigned to the U.S. Embassy in Havana, Cuba, as well as their families, in order to minimise the risk of their exposure to harm because of a series of unexplained injuries suffered by embassy personnel since November 2016.

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Book SynopsisThe Coast Guard, within the Department of Homeland Security (DHS), is charged with preventing loss of life, injury, and property damage in the maritime environment through its SAR mission. It maintains over 200 stations with various assets, such as boats and helicopters (depending on the station), along U.S. coasts and inland waterways to carry out this mission, as well as its other missions such as maritime security. Chapter 1 will review: the status of the Coast Guard's recapitalisation program; new technologies that could assist the Coast Guard; maintenance requirements of its ageing vessels; operating costs for the new vessels; and shoreside infrastructure needs and priorities. The Coast Guard's missions in the Arctic include: defense readiness, ice operations, marine environmental protection, and ports, waterways and coastal security. Chapter 2 discusses the Coast Guard's Arctic capabilities. Chapter 3 addresses the extent to which the Coast Guard has (1) a sound process for analysing the need for its boat stations and (2) taken actions to implement its boat station process results.Table of ContentsFor more information, please visit our website at:https://novapublishers.com/shop/coast-guard-capabilities-and-challenges-for-the-future/

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Book SynopsisAs a concept, tourism security has recently occupied a central position not only in tourism and hospitality fields but also in the social imaginary. The post-Westphalian nation states devote considerable energy and resources to fight against the radicalized groups but the fact is that terrorism still remains a big problem and is very hard to resolve. Unlike other past decades, today foreign tourists and journalists are targeted by these radical cells. In view of this, a book, which revolves around tourism security, is not only necessary but represents an unquestionable urgency. In this editorial project, the authors gather 9 seminal chapters which discuss-from different perspectives-the anthropological nature of tourism security as well as the next steps to follow in the years to come. Oscillating from ISIS and terrorism to climate change, without mentioning security on board of cruises or health issues, this book situates as a must-read work, which sheds light on the dichotomies between the needs of further security and the attractiveness of destinations.Table of ContentsPrefaceHow Will Tourism Security Change in a Post-Isis World?Tourism Security after Climate ChangeCruise Crimes: Onboard, OnshoreReconsidering Security in Tourism and HospitalityThe Anthropology of Heritage and Cultural TourismCruise Holiday or Deep Sea TerrorIslamophobia, Racism and Critical Race TheoryThe Reasons behind the Difficulties of Western States to Erradicate Terrorism: Who Are the Real Terrorists?The Interchange between Tourism Surety and Health IssuesAbout the AuthorsIndex.

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Book SynopsisThis second book of the Edwin Cole Bearss memoir begins with his first days in a 40-year career in the National Park Service. Beginning as the Park Historian at the Vicksburg National Military Park in September, 1955, the book covers his rise to Chief Historian, now Emeritus. He has always professed the importance of walking the ground to understand the outcomes of all battles, but particularly those that created, and then consecrated, the United States of America. Said to know more about Civil War battlefields than any other historian of his time, this book describes how he helped create and interpret much of our American history. He first learned the importance of "walking the ground" when in combat on the Pacific island of New Britain. There, a few inches of earth saved his life after having four Japanese bullets tear into him at what Marines would soon dub "Suicide Creek." His early years in Montana, the account of this action on New Britain, his chance meeting with the actor and fellow Montanan Gary Cooper, and his 27 months in hospitals is published in the book Walking the Ground: From Big Sky to Semper Fi also by NOVA. His Government career created National Parks and Presidential Historic Parks, including his direct relationships with President Lyndon B. Johnson and President Jimmy Carter. He created and improved many parks, and thus, made the history that Americans see and read when they experience these important American lands, battlefields and buildings. Ed Bearss has made indelible marks on the American landscape, and in so doing, defined much of the historical culture of the United States. His contribution to our understanding of American history is immense. He is the author of 140 National Park Service reports, more than any other person to work for the National Park Service.The quality and popularity of his tours and books are rare among present-day historians. He has mentored generations of younger historians who now teach American history, and continue along the path he has pioneered. He has frequently testified before Congress, was interviewed by television reporters and guided senior-level Government officials in critical events in American history. Ed Bearss became a television celebrity following his appearance to mass television audiences who watched the Ken Burns Civil War Series on PBS, leading to great demand in Bearss-led battlefield history tours. For those many U.S. history adventurers who have experienced his history tours, Ed Bearss'' words and mannerisms leap from the page as we follow him walking Pickett''s Charge at the Gettysburg; track John Wilkes Booth''s escape route after assassinating President Abraham Lincoln; recount George Armstrong Custer''s battlefield defeat by Native Americans whose families he had attacked along the Little Big Horn River; and words describing the WWI American sacrifice at Belleau Wood of U.S. Marine mythology. This book will explain Ed Bearss'' unsurpassed contribution to the making of American history and the strengthening our collective culture.

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Book Synopsis"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." –Denise A. Braley, Mitchell College Today’s 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 today’s 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.Trade Review"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." -- Denise A. Braley"The book is a great addition to both classroom instruction and scholarly literature of the hospitality and service field. It covers various management tactics on service responsibilities, problems, and approaches to solutions. It challenges readers to identify issues associated with the problem and think outside the box to solve problems in the workplace. This is one of the most needed and highest-quality books we have in the field." -- Wei Wang"This detail oriented book not only covers key concepts but utilizes real-life examples to make the content more convincing and validated. It is also a good book for in-class discussions and application practices." -- Chih-Lun Yen"A wide-ranging comprehensive text, looking at key contemporary issues in hospitality." -- Alistair Williams"We all know how important it is to turn customers into "Raving Fans"—but getting everyone in an organization on board takes thoughtful action. Managing Hospitality Organizations offers fourteen principles of service that prove when you serve your people well, they will pass that service on to your customers. Whether you are a student or a manager on the front lines, if you want to create "Raving Fans", this book is for you!" -- Ken Blanchard"Although Bob credits me as the ‘Father of Guestology’, he and Mike have developed the concept of Guestology into an entire book that perfectly captures what it means to manage an organization from the guest′s point of view. This is an excellent text to learn how to use the management philosophy I and my team pioneered to ensure that in every phase of the business, from the planning and design of new parks and attractions to their everyday operations, all Disney cast members are focused on satisfying and exceeding the Guest′s wants, needs, and expectations." -- Bruce Laval"The second edition of Robert Ford and Michael C. Sturman′s excellent text, Managing Hospitality Organizations, is a must read for students pursuing careers in the business of hospitality and the faculty who facilitate their learning. This new edition retains the right mix of theory and practice that students need, call it the art and science of hospitality, while incorporating key changes to how hospitality businesses interact with and satisfy their customers today, including the evolving role of technology in service strategies, systems and staffing and the changing nature of customers themselves. I congratulate the authors on a job well done!" -- Michael D. Johnson, Ph.D., PresidentTable of ContentsForeword Preface Acknowledgments About the Authors Introduction SECTION I. THE HOSPITALITY SERVICE STRATEGY 1. The Basics of Wow! The Guest Knows Best Introduction Guestology: What is it? The Guest Experience Guest Expectations Quality, Value, and Cost Defined The Importance of Guestology Lessons Learned 2. Meeting Guest Expectations through Planning Introduction Three Generic Strategies The Hospitality Planning Cycle Assessing the Environment Assessing the Organization Itself: The Internal Assessment Vision and Mission Statements Developing the Service Strategy Action Plans Involving Employees in Planning The Uncertain Future Lessons Learned 3. Setting the Scene for the Guest Experience Introduction Creating “The Show” Why is the Environment Important? A Model: How the Service Environment Affects the Guest Lessons Learned 4. Developing the Hospitality Culture: Everyone Serves! Introduction The Importance of Leaders The Importance of Culture Culture as a Competitive Advantage Beliefs, Values, and Norms Culture and the Environment Communicating the Culture Changing the Culture Lessons Learned SECTION II. THE HOSPITALITY SERVICE STAFF 5. Staffing for Service Introduction The Many Employees of the Hospitality Industry The First Step: Study the Job The Second Step: Recruit a Pool of Qualified Candidates The Third Step: Select the Best Candidate The Fourth Step: Hire the Best Applicant The Fifth Step: Make the New Hire Feel Welcome The Sixth Step: Turnover—Retaining the Best and Selecting People out of an Organization Lessons Learned 6. Training and Developing Employees to Serve Introduction Employee Training Developing a Training Program Types of Training Training Methods Challenges and Pitfalls of Training Employee Development Lessons Learned 7. Serving with a Smile: Motivating Exceptional Service Introduction Motivating Employees The Needs People Have The Rewards Managers can Provide Ways Rewards Can Motivate How Managers and Leaders Provide the Right Direction Lessons Learned 8. Involving the Guest: The Co-Creation of Value Introduction The Guest Can Help! Strategies for Involving the Guest Determining Where Co-Production Makes Sense One Last Point: Firing the Guest Lessons Learned Section III. The Hospitality Service Delivery System 9. Communicating for Service Introduction The Challenge of Managing Information Information and the Service Product Information and the Service Setting Information and the Delivery System Decision Support Systems The Hospitality Organization as an Information System Lessons Learned 10. Planning the Service Delivery System Introduction Planning and Designing the Service Delivery System Developing the Service Delivery System Planning Techniques Targeting Specific Problem Areas in Service Delivery Systems Lessons Learned 11. Waiting for Service Introduction Capacity and Psychology: Keys to Managing Lines Queuing Theory: Managing the Reality of the Wait Managing the Perception of the Wait Service Value and the Wait Lessons Learned 12. Measuring and Managing Service Delivery Introduction Techniques and Methods for Assessing Service Quality Measuring Service Quality After the Experience SERVQUAL Finding and Using the Technique that Fits Lessons Learned 13. Fixing Service Failures Introduction Service Failures: Types, Where, and Why The Importance of Fixing Service Failures Dealing With Service Failures Recovering From Service Failure Lessons Learned 14. Service Excellence: Leading the Way to Wow! Introduction The Three Ss: Strategy, Staffing, and Systems Hospitality and the Future Leading the Way Into the Future Leading and Managing It all Begins—and Ends—with the Guest Lessons Learned Glossary Additional Readings Index

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Book SynopsisThis extraordinary book, written by leading players in a burgeoning technology revolution, is about the merger of finance and technology (fintech), and covers its various aspects and how they impact each discipline within the financial services industry. It is an honest and direct analysis of where each segment of financial services will stand. Fintech: The New DNA of Financial Services provides an in-depth introduction to understanding the various areas of fintech and terminology such as AI, big data, robo-advisory, blockchain, cryptocurrency, InsurTech, cloud computing, crowdfunding and many more. Contributions from fintech innovators discuss banking, insurance and investment management applications, as well as the legal and human resource implications of fintech in the future.Table of ContentsIntroduction Disruption of the Financial Services Industry Singapore as a Fintech Ecosystem Landscape of Fintech Startup Companies Technology and Tools VR, Mobile and Cloud Software Development Tools Data Science and Analysis Data Science and Big Data AI and Machine Learning Overview AI and Machine Learning Techniques Distributed Ledger Blockchain and DLT Blockchain Implementation Examples Cryptocurrencies and Bitcoin Banking and Insurance Applications Digital Payment Systems Asset Servicing—Corp Bk, Trade Fin, Ops, Setmt, Credit Lending and Crowdfunding InsurTech Investment Management Applications Roboadvisory and Asset Allocation Portfolio Management and Risk Analysis Capital Markets, Exchanges and Trading Regulation and Governance Applications Regulation: RegTech Cybersecurity and Cybercrime AML, Fraud Risk, Enterprise Risk, KYC Non-finance Applications HealthTech ConsumerTech Implications of Fintech Legal Implication of Fintech HR Implications of Fintech—People, Jobs, Skills, Locations

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Book SynopsisThe financial services technology industry is booming and promises to change the way we manage our money online, disrupting the current landscape of the industry. Understanding fintech’s many facets is the key to navigating the complex nuances of this global industry. Fintech in a Flash is a comprehensive guide to the future of banking and insurance. It discusses an array of hot topics such as online payments, crowdfunding, challenger banks, online insurance, digital lending, big data, and digital commerce. The author provides easy to understand explanations of the 14 main areas of fintech and their future, and insight into the main fintech hubs in the world and the so-called unicorns, fintech firms that have made it past a $1 billion valuation. He breaks down the key concepts of fintech in a way that will help you understand every aspect so that you can take advantage of new technologies. This detailed guide is your go-to source for everything you need to confidently navigate the ever-changing scene of this booming industry.Table of ContentsIntroduction New Entrants to Banking Rethinking Payments and Remittances Digital Lending Innovation Commercial Banking Transformation Next Generation Commerce Crowdfunding and Crowdinvesting Innovative Wealth Management The power of big data The Internet of things Blockchain and Distributed Ledgers The Rise of Insurtech Identification, Cybersecurity, and Regtech

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Book SynopsisOver 70 in-depth interviews of Fintech Founders provide lessons from some of the most successful fintech entrepreneurs that will help you understand the challenges and opportunities of applying technology and collaboration to solve some key problems of the financial services industry. This book is for entrepreneurs, for people working inside of large organizations and everyone in between who is interested to learn the secrets of successful entrepreneurs. In this advice-filled resource, Rubini gathers advice that comes from a diverse range of financial services niches including financing, banking, payments, wealth management, insurance, and cryptocurrencies, to help you harness the insights of thought leaders. Those working inside the financial services industry and those interested in working in or starting up businesses in financial services will learn valuable lessons on how to take an idea forward, how to find the right business founders, how to seek funding, how to learn from initial mistakes, and how to define and reposition your business model. Rubini also inquires into the future of fintech and uncovers provoking and insightful predictions.

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Book SynopsisEmergent innovative financial technologies are profoundly changing the way in which we spend, move and manage our money, unlike ever before, and traditional retail banks are facing stiff competition. The global financial crisis in 2007–2009 led to large losses, and even the collapse of a significant number of established banks shaking the trust of financial customers worldwide. The Digital Banking Revolution is an insightful look at how financial technology and the rapid rise of financial technology companies have brought welcome changes offering flexibility to the banking industry. The book offers a unique perspective on the consumerization of retail banking services. It delves into the many changes that financial innovations have brought about in banking, the main financial disruptors, the new era of "banking on the go," and financial innovations from countries around the world before concluding with a discussion on the future of banking including optimizing structures, new strategies for business outcomes, and human resources in the digital era.Table of ContentsIntroduction 1. Overview The past provides lessons Brief history of banking Banking in the modern era Select major international events in banking history An imperfect system – Financial crises The financial crisis of 2007–09 Financial innovation and complexity Regulatory overhaul A new potential role 2. Rapid transformation The customer shift Fintech ‑ overview Fintech ‑ outlook The financial disruptors PayPal Square Amazon Facebook Google Skrill TransferWise Alibaba Bitcoin 3. The digital financial revolution Specific changes which redefined a banking model Loss of customer trust Better service experience The millennials have arrived Mass adoption of smartphones Regulation for the financial consumer More efficient financial services Economics 101 - supply and demand An industry transformed 4. A new era of banking The rise of digital banking firms Banking on the go Contactless cards Check imaging technology Could social media shape the industry? The world of FinTech wearables Notable financial innovators Paym　 Midata　　　　　　 Are bank branches disappearing? Unlocking data for customers From incremental change to total reinvention 5. Financial innovations from around the world Global FinTech Australia Turkey Iceland New Zealand Norway and Sweden Asia region Africa The Republic of Ireland Poland United States 6. A digital blueprint for banks Digital banking value? Maximize use of existing technology Apply minor technology interventions Identified areas for sweeping transformation Cross-Selling in the Digital Era Human resources in the digital era Optimizing structure and incentives Emphasis on business outcomes Devise a new strategy for staff 7. The future of banking References

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Book SynopsisThis classic text offers students and industry professionals detailed step-by-step instructions and illustrations for grading pattern pieces for women's, men's and children's wear.Table of ContentsIntroduction Section I. Women's Wear Explanation of Women's Wear Grading Difference between sizes Front Bodice Back Bodice Front Skirt Back Skirt Waistbands for Separate Skirt or Pants Sleeve Front Pants Back Pants Collar Notes for Section I Section II. Design Variations Princess Midriff Back Yoke Shawl Collar Blouse - Torso Kimono Sleeve - Wrap Bodice Raglan Sleeve Sleeve and Yoke Cut in One Six Gore Skirt Skirt with Cut-in Pocket Circle Skirt Swim Wear Section III. Menswear Differences between sizes Dress Shirts Sport Shirts Jacket With Lapel Sleeve and Body Cut In One Shirt With One piece Raglan Sleeve Trousers Knitted Briefs or Bikini Section IV. Children's Wear Explanation of Size Ranges Children - 2 through 6X Girls - 7 through 14 Boys - 6 through 18

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Book SynopsisThe Practical Guide to Patternmaking for Fashion Design: Juniors, Misses, and Women offers an in-depth look into the techniques and theories of pattern drafting for womens garments. Covering a wide variety of styles, textiles and sizes, this book is useful for pattern courses ranging from introductory to advanced. It provides a sound introduction to the concepts and processes of patternmaking, as well as a more advanced analysis of style and design. The book offers helpful techniques on taking measurements and adjusting the fits of garments for all body sizes, patterns and types of fabrics.Table of Contents* Introduction to Patternmaking * Taking Measurements, Body Forms, Live Models * The Basic Sloper Set * Draping the Basic Sloper Two-dart Bodice and Two-dart Skirt * Dart Manipulation for Bodices, Sleeves, Skirts and Pants * Collar/Neckline Theory and Development * Sleeve Theory and Development * Dart Equivalents as Stylelines, Gathers, Pleats and Release Tucks * Added Fullness/Flares and Added Ease * The Torso Sloper and Its Uses * The Jacket Sloper and Its Uses * The Coat Sloper and Its Uses * The Dartless Jean Sloper and Its Uses * Special Body Forms, Live Models, Contoured Styles * Patterns for Fabric Used on the Bias Grainline, Draping and Drafting * Patterns for Fabrics that Stretch * Patterns for Fabrics that Shrink * Linings * Knock-off Pattern Techniques * Production Pattern Techniques TEXT FEATURES * Measurement guide for junior's, misses' and women's sizes * Size charts

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Book SynopsisThe Practical Guide to Patternmaking for Fashion Designers: Menswear offers patternmaking techniques for a variety of garment styles and includes information on sizing, lining and a variety of fabrics. Covering everything from casual to tailored designs, it can serve both as an introduction to the pattern-drafting skills necessary for menswear and as a more in-depth treatment of patternmaking techniques. The guide covers the patternmaking process for an array of menswear garments, as well as the accompanying theories and concepts.Table of Contents* Introduction to Patternmaking * Taking Measurements, Body Forms, Live Models * Drafting the Basic Sloper Set * Shirts * Vests * Pants * Jackets and Coats * Linings TEXT FEATURES * Pattern charts for a range of sizes * Size conversion charts * Specification sheets * Learning Activities

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Book SynopsisThe dynamics of fashion depends on visuals: when we see something we like, we respond to its color, line, form, and eye-appeal. In that sense, fashion communicates itself-without words, without added graphics. But the world of fashion demands much more than the mere presence of garments and accessories and footwear. It involves a wide range of communications, including words-printed, spoken, and electronically transmitted. Those words may serve alone, or they may be paired with images and designs that enhance and illustrate their meaning. This text takes a systematic approach to uncovering fashion to reveal the industry's underlying network of communications. The term "fashion communications" refers not only to monthly fashion magazines, but also to every facet of information relating to fashion-from the names of colors at the dye factory, to the latest runway reviews posted on fashion Web sites. Focusing on four key areas-manufacturing; business; sales and advertising; and representation in the media-Wolbers uses a who-what-wherewhen- why approach. As Professor Horacek so eloquently states in her Foreword, "this book is truly a must for fashion programs anywhere or for anyone who seeks to develop and hone their communication skills." Features -- Specific assignments and exercises designed for both inside and outside the classroom to help students master the unique language of fashion -- Profiles of various forms of fashion communications related to the content of each chapter -- Tips and guidelines for efficient research and information presentations -- Personal Profiles in each chapter support material in text -- Additional assignments and projects, along with samples of grading rubrics to assist instructors -- Instructor's Guide contains tips on how to use the text in a variety of different courses, including fashion journalism, business communication, or other fashion courses -- PowerPoint presentation availableTable of ContentsContents: Fashion Communications-A Layered Look Fashion Information from the Inside Out Understanding Raw Materials Laboring for Fashion: Influences from the Industry The Business End Details, Details Becoming Fashion Out There for All to See Representation in the Popular Media The Big C: Creativity Evolution of the Fashion Magazine Dynamic Wording-The Art of Describing Fashion Visuals That Speak "With This Page (Ad, Script, or Whatever!), I Thee Wed"

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